Job Description

As a End User Support Team Leader will contribute to various phases and activities of the software development process or software testing. Candidate must be willing to work in a fast-paced, multi-tasking, team environment, the engineer works with tech Lead, software engineers, internal partners, and stakeholders.

• Key Responsibilities: Responsible for the line management of a large group of EUS support engineers, including day to day work allocation, prioritisation, one to one meetings, and annual appraisals across multiple locations and/or countries
• Responsible for delivery of high quality end-user support services to colleagues across the Ladbrokes coral Group locations
• Responsible for all desktop operating system support, both Windows PC & Apple Mac based
• Responsible for support of all desktop software
• Responsible for end user support of cloud-based services offered to colleagues
• Manage customer expectations and communication channels. Co-ordinate all with all stakeholders during major problems and outages
• Develop and maintain relationships with internal service delivery teams, third party managed suppliers and partner service management teams
• Provide technical, operational and project support as required
• Contribute to End User Services problem analysis, liaising with other EUS and wider Technologyteams as required to solve complex IT problems
• Managing team members to ensure that company SLAs are met for support to our colleagues
• Working with other teams, be responsible for ensuring new starter and leaver requests are met within SLA
• Project Manage End User IT systems in relation to new building fit-outs or changes/moves, including video display systems (gantry) and video distribution systems
• Responsible for the support of PCs and other end user devices as deployed in Ladbrokes Coral Group shops as appropriate to the region
• To ensure an adequate stock of devices is maintained to fulfill new equipment requests & rollouts as required
• Responsible for the secure disposal of IT equipment that has reached the end of its useful life
• Working with other EUS teams to ensure only fully licensed software is deployed and to ensure licence records are maintained
• To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues
• Tracking of SLAs for services in-scope, including ticket queues, ensuring service quality is met

• Skills Required: EUS Engineering, Application and Communications
• EUS Tech and ServiceDesk
• Technology Operations
• Procurement
• External Suppliers and Service Providers
• The successful candidate must have held a support position within a medium to large organisation
• The successful candidate should have proven experience in supporting a large user base spread across multiple locations in multiple countries
• Proven experience working in fast-paced, technology led environment, serving both internal and third-party platforms
• Experience managing external suppliers and support organisations
• Experience of end user support in an environment dependent on cloud technology, e.g. O365
• Demonstrable experience influencing at a senior level, which builds collaborative and trusted internal networks that achieve strategic goals.
• Excellent relationship and stakeholder management skills.
• Proven leadership skills – experience in building and motivating a high performing teams.
• A proven track record in delivering on time and against budget within a highly pressurized 24/7 environment
• Strong organisational skills
• Excellent written and oral communication skills with a strong service focus
• Thorough & detailed understanding of
• ITIL certification, ideally with a service desk, incident and problem management focus
• Microsoft products, including Active Directory, Teams, O365 and SCCM
• Cloud services, O365, Azure
• Windows OS, MAC OSX and Applications
• Desktop Deployment, application packaging and deployment
• Networking technologies, LAN, TCPIP, DNS etc.
• Mobile devices - iOS & Android

Qualification: BE/B.Tech in Computer Science or related stream from a reputed Institute. Location: Hyderabad, India