Information Technology Support Team Lead
Talent Acquisition at HCL Technologies Europe
HCLTech is a global technology company, delivering digital, engineering, cloud and AI capabilities with a diverse, global workforce. We work with clients across major verticals and industries, and we are focused on ESG and responsible, inclusive progress. For more information, visit www.hcltech.com.
Note: Candidates must be eligible to work in the UK
Job Summary
The IT Service Delivery Manager oversees key functions within the Client location to enable the delivery of a high-quality service to end users. This client-facing role requires establishing and managing expectations within the business and driving the onsite IT support team to achieve high standards.
Responsibilities
* Service Management: Maintain a high-performing service support team of 100+ members including Onsite Desktop Support and VIP Support; own Incident, Request, Change and Escalation processes; ensure accurate reporting and drive service improvements; manage major incidents and coordinate resolution and post-incident reviews; monitor, control and support service delivery; ensure capacity planning for growth and projects; lead internal and third-party service review meetings.
* Meeting Support: Ensure training services educate staff on using meeting room and collaboration technology.
* Technical Requirements: Lead Onsite Desktop Management to continually improve the End User Computing environment; manage devices to high performance and security; ensure timely patching and antivirus updates; collaborate with Technical Design and Central Services to evolve standards for hardware, software and security.
* Performance & Quality: Recommend Service Improvement Plans and ensure actions are completed; coordinate with internal and third-party teams; provide regular management reporting on IT service performance; manage staff recruitment, mentoring, training, target setting and performance assessment; act as an ambassador for IT and build cross-team relationships.
* Qualities and Skills: Demonstrated ability to fulfill responsibilities; legally eligible to work in the country; passion for service improvement; ITIL qualified; experience managing third parties; strong leadership and people management; excellent written and verbal communication; mentoring ability; ability to work under pressure, meet deadlines, and handle shift/out-of-hours work; excellent organizational skills; ability to handle sensitive information; self-motivated with good time management; proactive, collaborative mindset; commitment to a diverse, global team and company culture.
Benefits and Culture
* Competitive compensation and benefits, including up to 20 days of vacation per year, various insurances; benefits are per internal policy and legal requirements.
* Opportunities to upskill, participate in exciting projects, and contribute to CSR and diversity initiatives.
To learn more about us, visit www.hcltech.com
Seniority level: Mid-Senior level
Employment type: Contract
Job function: Information Technology
Industries: IT Services and IT Consulting
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