Job Description

Job Advert


Internal Job Title:

Global IT End User Support Team Leader

Business:

Lucy Electric Manufacturing & Technologies India Pvt Ltd

Location:

Halol, Vadodara, Gujarat

Job Reference No:

3165

Job Purpose

The Global IT End-User Support Team Leader is responsible for leading the day-to-day operational delivery of IT End-User Services, and direct line management of a geographically dispersed team providing on-site technical support. This role will prioritize the management and performance of the team to ensure End User Computing (EUC) services deliver business value and enable users to exploit the full range of services available to them (e.g., User hardware, Operating Systems, Applications, Smartphones, Training). This includes leading and driving EUC innovation that contributes towards an overall positive End User Experience.

Key Responsibilities

Delegated management of the IT End-User Services Team in the absence of the Global IT End-User Services Operations & Development Manager (if required). Direct team and individual work priorities to ensure assigned IT End-User Support activities and priorities are progressed within agreed service levels (Incidents, Changes and Service Requests). Schedule and lead team 1:1's, providing regular feedback, guidance and support. Follow Global Performance Management processes and practices to address any area of concern, including implementation of performance improvement plans. Collaborate with the Global IT End-User Services Operations & Development Manager to ensure objectives are set and understood, and that related personal and professional development plans are in place for your team. Work closely with global business users and other IT teams to exploit existing and new technology. Identify and exploit opportunities for automation and digitisation of key processes and activities. Be the operational escalation point for your team, ensuring timely and effective decision are made to minimize interruptions to IT Service and business continuity. Work on and manage BAU activities and tasks, providing knowledge and support to other team members where required Provide training and mentoring to new hires Provide enhanced and expedited support to VIP and critical business users Management of operational continual improvement initiatives within both your team, and those impacting the broader Group IS department. Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team. Adhering to service management processes and standards. Ensuring excellent incident management to minimize business impact Build and maintain effective and trusted relationships with colleagues, to aide IT support and the delivery of high standards of service Create, Deliver and maintain accurate reporting on End-User Services activities highlight successes and risk Create and update Knowledge Items and other relevant documentation

Mandatory Skills and Experience:

Must have demonstrable experience of directly managing large or geographically dispersed technical teams in a mature ITIL focused IT Department. Experience of working closely with team members to develop personal and professional development plans. A strong and articulable understanding of, and experience in IT Service Management best practices, in particularly ITIL4. Must have excellent communication and collaboration skills, with both internal and external stakeholders and Internal IT / Management

Strong leadership skills with the ability to motivate, coach and mentor staff Excellent knowledge of Office 365 and MS Operating Systems Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange


Breadth of IT Support knowledge and demonstrable experience in support of PCs, Mobile Phones, or other User Technologies Experience using ITSM tools such as ServiceNow Proven ability to troubleshoot and resolve both hardware and software technical issues


An enthusiastic commitment to delivering and maintaining a positive End-User Experience. An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big Excellent customer relations skills Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge Well organised and able to prioritise workload Collaborative and community focused Friendly and positive attitude

Skills, Qualification and Experience

Degree in an IT related subject 2+ years' experience in an IT End-User Service or Desktop Services role

ITIL4 Certification An understanding of Infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS, AD), including administration and operation. Experience of Microsoft 365 Deployment and Operations An understanding of Microsoft Azure Cloud Eco Systems and Services Operational experience of ServiceNow (ITSM - Incident Management; Change Management; Request Fulfilment). Strong Verbal and written communications skills; Excellent problem-solving skills BYOD/MDM Deployment and Support An understanding of Information Security (InfoSec) and Cyber Security fundamentals

Desirable Skills, Qualifications, and Experience:

1 Years' experience in a team leader role Project management certification or experience of delivering projects Strong understanding cloud technology People development and performance management Microsoft certification in cloud technologies (e.g. Azure Administrator)

About Us

Lucy Group Ltd is the parent company of all Lucy Group companies. Incorporated in 1897, Lucy Group is diversified into four business units, based on the expertise gained and developed over 200 years. Today we employ in excess of 1400 people worldwide, with property and manufacturing operations in the UK, Saudi Arabia, UAE, South Africa, Brazil, Thailand, Malaysia and India.


Lucy Electric is a global business that provides medium voltage switching and protection solutions for electrical distribution systems. Our dedication to cultivating our service provision allows Lucy Electric to offer a complete solutions package to our customers; facilitating the delivery of electricity to homes and businesses worldwide.


Lucy Properties is one of the largest landlords of residential property in Oxfordshire, offering the highest level of service to our residents. We take pride in providing well maintained and safe homes. Lucy Developments is a specialist property developer committed to building energy efficient properties for the future.


Lucy Zodion is an innovative provider of street lighting controls committed to energy reduction through photocell technology, electronic ballasts and control management systems. Lucy Zodion's provision of bespoke design and environmental credentials have made it a top choice for many local council street lighting services as well as more bespoke projects such as the London Olympic Velodrome.

Does this sound interesting? We would love to hear from you. Our application process in quick and easy. Apply today!