Purpose of Role Reporting to the Head of Corporate IT, you will be responsible for leading and providing 1st/2nd line support for PayPoint's End Point Infrastructure and deliver a responsive and effective first-time resolution support service for staff issues and requests. The EUC Team leader will hands on ensuring that incidents and requests are logged and progressed effectively within the defined service level agreements and to manage and complete scheduled tasks on time. The ideal person will have a proven track record in the installation, support and maintenance (to an advanced level) of EUC Windows, and Mac devices, including tablets, laptops, and AV Equipment. You will be able to demonstrate the management of incidents and issues through to resolution, whether that be individually or as part of a team. The primary functions of this role will to be support the board exec team (being their main contact) and the creation of all end user documentation. Main Responsibilities: Team leader responsibilities of 3 support staff. First point of contact and prioritization of executives at all levels. To respond to client hardware/software and networking issues received via the customer ticket logging system (ServiceNow), by e-mail, by telephone and via MS Teams. Respond to incident alerts making sure that they are logged and progressed effectively within defined service levels agreements and call management guidelines. Conduct remote troubleshooting and guide users with step-by-step instructions to diagnose issues. To ensure effective client communications takes place and to manage and complete scheduled tasks on time. Engaging with 3rd party support to assist with incident resolution. Maintain the groups AV setups and ensure equipment is fit for purposes (pre use checks) Ensure the effective assignment and escalation of incidents are highlighted to the correct teams to resolve. Own to processes for pre meeting checks. Own processes around Joiners/Movers/Leavers process to ensure secure account management. To ensure effective Hardware/Software asset management processes are followed/maintained via asset management software (Service Now). Maintain user accounts within the PCI/UAT environments and ensure strict process is followed. Conduct regular 1-2-1's with team members and manage progression and development of all team members. Experience of BYOD policies. Procurement of hardware/software/licensing according to budget forecasts. Own processes of License management for Microsoft O365 /Visual Studio/PowerBI/Adobe. Own processes for both Computer Hardware and Hard Drive disposal. To ensure that when applicable effective Change Management process is followed. Share information across your team and department via the shared Knowledgebase/SharePoint. Update documentation, policies and procedures relevant to the support of corporate IT. Identifying improvements to existing process ensuring that with managerial agreement, these improvements are implemented in line with PayPoint standards To adhere to ITIL framework processes where applicable. Create and maintain valid End User Training and informative documentation. Identify the need for and recommend training for end users. Comply with PCI DSS & ISO27001 Standards. Qualifications and Experience: Essential Excellent customer service skills. Excellent problem-solving skills. Excellent cloud architecture knowledge. Excellent Knowledge of Windows 10/11. Excellent Knowledge of Mac OSX. Excellent Knowledge of Windows Active Directory/AAD. Excellent Knowledge of Microsoft 365 (All products, including Exchange, SharePoint, Teams, and Office Suites) Excellent Knowledge of Autopilot Excellent Knowledge of the use of MECM services. Experience of leading support teams. Knowledge of supporting/managing smart phones/handheld devices via Windows Endpoint Manager. Ability to proficiently Build/Rollout Desktops/Laptops. Ability to create and deploy end user informative information via different mediums (Sway/SharePoint). Technical awareness of IT server infrastructure. Excellent English Language skills - understanding, speaking and language. Ability to perform desk relocation projects. PC redeployment, patch panels, floor ports etc. Confident in making Hardware changes, replacing HD/SSD's, upgrading RAM, replacing keyboards etc. Highly Desirable: A recognised qualification in I.T. - ITIL, COMPTIA A, MCSA, MCSE or MCITP. Experience delivering projects and solutions from inception to completion. Any experience with the following software products: o Azure (Intune, Endpoint) o zScaler o ForcePoint o Apple IOS o Android o Apple Business Management o Meraki Wireless o Microsoft AutoPilot o Microsoft EndPoint Manager o Microsoft MECM o Microsoft Azure VDI o Microsoft Teams Telephony