Job Description:

We are looking for customer-focused and enthusiastic Team Leader for the End User Workspace Team, with a genuine interest in solving users IT issues and empathetic to customer needs and requirements. The applicant should be technically competent, possess good written and verbal communication skills and be willing to collaborate with the wider IT support teams.

Tasks include managing the day to day operations listed below. Ensuring the team has the right calibre of people, that those people are aware of their responsibilities and what good results look like. Coach individuals and facilitate plans training so that people can perform to the best of their abilities. Be a credible communicator with the customer at all levels. Demonstrates excellent customer relationship building skills that fosters a long-term partnership.

Working as part of the DXC team you will gain access to a large library of training courses and partner portals with Microsoft, ServiceNow, Dell, AWS, Cisco and others. You can gain accreditations to help further your skills and development.

We also offer an excellent benefits package including personal pension plan and various other flexible benefits including private medical cover, life insurance and flexible holiday.

Responsibilities:

• Manage day to day operations. Ensure ServiceNow queues are monitored and responded to within OLA’s and SLA’s. Assign ad hoc tasks as needed. Ensure weekly/monthly tasks are carried out i.e. stock audits and time tracking
• Engage with and support internal and client facing and internal meetings: Daily operations meeting, weekly one to ones, team meetings, project scoping and delivery meetings and service go/no go meetings
• Work within the contractual guidelines and DXC Statement of work, and identify local shadow agreements or new commercial opportunities
• Point of contact for hierarchical escalations. Assignment of technical escalations to relevant resolver groups where required
• Analysing Incident and Request data for trends, process and productivity improvements
• Development of individuals by following Personal Development Plan process of goal setting, reviews and assessment
• Document processes, update the Site Management Guide and Knowledge Articles. Highlight changes to processes or errors to the process owners
• Support DXC improvement plans and support our Continuous Service Improvement program
• Bring projects into business-as-usual support
• Bring ideas and innovation to our service
• Produce a short weekly team summary highlighting successes and risks
• Drive improvements and promote cultural change
• Be politically savvy and understand the stresses and priorities of our customer and our own support teams
• May spend up to 80% of time on people management and business objectives
• Have a technical understanding of Microsoft Windows and Office suite deployment and common issues
• Familiarity with SCCM for software deployment and patch management, and capable of troubleshooting issues on end user devices
• Have a technical understanding of Active Directory, OU’s and Group Policy and troubleshooting issues that affect end user devices
• Coordinating IMACs (Installs, Moves and Changes)
• You will be required to occasionally travel to satellite sites (expenses are reimbursed)
• Basic network troubleshooting and port patching
• Providing smart hands & eyes support on Server, Storage and Networking equipment

Desired Skills

• Previous experience managing groups of 5 to 10 people
• ITIL Foundation
• Strong and confident presentation skills
• Professional verbal and written communication skills
• Ability to foster creativity, individual contribution and team collaboration
• Strong knowledge of End User Workplace support models and best practices
• Hardware break/fix support of desktops and laptops
• Software break/fix support for Windows and Office

The candidate should have, or be willing to obtain SC clearance. Depending on duties may also be willing to obtain DV clearance

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.