IT Colleague Support Team Leader - various locations

Job Introduction

DACBeachcroft has an exciting opportunity for an experienced, knowledgeable, strong communicator with experience of supporting a team to join our IT team as an IT Colleague Support Team Leader. This is a permanent, full-time role, with opportunities to work remotely, or from one of our offices located across the UK.

Reporting into the IT Colleague Support Manager, the purpose of the IT Colleague Support Team Leader is to oversee and manage the daily operations of the IT Colleague Support team to ensure efficient and effective delivery of technical services and support to the organization. This role involves coordinating the activities of the IT Colleague Support Team, managing resources, and implementing policies and procedures to maintain a high level of customer satisfaction and operational excellence.

We are a Disability Confident employer and guarantee to interview anyone with a disability, long term health condition or neurodiversity whose application meets the essential criteria for the role as set out in this advert.  If this applies to you contact disabilityconfident@dacbeachcroft.com in confidence, quoting the reference number for this vacancy in the subject box of your email, and a member of the team will be in touch. 

Role Responsibility

• Assist with the Management of day-to-day operations within the IT Colleague Support Team.
• With assistance from the IT Colleague Support Manager and Specialist(s), produce monthly reports for the Head of IT Operations detailing SLA performance of the IT Colleague Team and / or Hardware team across agreed KPI’s.
• Ensure that Quarterly reviews, 1-2-1s and Performance Reviews are held regularly with the team and incorporate business and personal objectives which are supportive of the overall IT strategy.
• Uphold and ensure the quality of all Hardware builds (break fix and New starters) is fully Quality Checked; incorporating any new deployment & inspection methods deemed necessary for success.
• With assistance from the IT Colleague Support Specialist(s), routinely check the IT Colleague Support New Starter Dashboard; produce reports detailing successes and failures (using the RAG scale) & work with the Service Delivery manager on direct escalation and Service improvement outputs.
• Ensure that the delivery and quality of the firms Asset tracking provision upholds that expected of our ISO27001 guidelines (Leavers, Asset Tracking + regular audits using Audit Tools)
• Work with the IT Colleague Support Manager and Specialist(s) on the “IT Colleague Support team of the future”.
• Provide some assistance to the IT Colleague Support Manager with budgetary and financial matters with an overall view to drive down business cost (within the CST remit).
• Chair regular team meetings, to discuss current work, performance and streamline of processes.
• Handle confidential information in line with the firm's data security protocols.
• Promote new hardware and processes throughout the team; working closely with the Infrastructure team on new developments, ensuring new hardware can be supported by the firms IT Build guidelines.
• Identify areas for enhancement and improvement and bring these to the attention of the IT Colleague Support Manager if and when required.
• Work on projects (with other IT team members) to improve and augment service standards that support the IT Strategy.

The Ideal Candidate

Personal Competencies

• Awareness of recent software & hardware developments.
• Maintaining excellent customer focus, ensuring the needs of the customer are always understood and prioritised. 
• Previous management experience of supporting a team (preferably a remote team).
• Excellent interpersonal and communication skills in order to support users on IT related matters to ensure the efficient and smooth running across all locations.
• Be a Team Player with the ability to exude confidence. 
• Positive “Can do” attitude with good facilitation qualities.
• Ability to multi-task and work under pressure delivery to tight deadlines.
• Able to work independently or collaboratively.
• Highly organised and able to handle multiple demands and deadlines simultaneously.
• Demonstrate compliance with our values of being clear, creative, determined and supportive.
• Significant experience of managing people, coaching and development.
• Analytical with excellent budgeting, and cost-management skills
• Good written, oral and interpersonal communication skills
• Have experience of leading high performing teams demonstrating  the ability to work collaboratively to achieve results.

Education/Professional skills/Certifications

• ITIL V3 Foundation is desirable
• IT Degree/Industry experience is desirable
• Management experience, particularly of remote teams, is highly advantageous and desirable
• Extensive experience using Ticket Management Software is essential
• Experience with MS Office is essential

About the Company

We're a leading international legal business with over 3,000 colleagues and a diverse range of capabilities. We're market leaders in insurance, health and real estate but with a full-service offering, including growing Financial Services and Tech capabilities. We represent a wide range of clients – from household names to government departments and NHS bodies. We act for nearly all of the top-20 UK and global insurers, we're market leaders in the provision of strategic, commercial and regulatory advice to providers and commissioners in the health sector, and in real estate we advise all of the UK’s top-five housebuilders.

We are a fast-growing international business with offices around the globe.  In addition to our 11 UK offices, we also have offices in Dublin, Madrid, Paris, Milan, Rome, Singapore, Argentina, Chile, Colombia, Mexico, Peru and Miami, plus a broad network of affiliations across the globe. 

Working with us

Our vision is to be leading business advisers, recognised for our insight and our outstanding commitment to clients, and for being the place where talented people want to work. Combine this with our supportive culture and hybrid working model, and you have: a Life that Works.

Our flexible approach means that we help our colleagues to be their best at work, while recognising that they have all sorts of different interests and commitments outside work.

We pride ourselves on our supportive, approachable culture. We are trusted, appreciated as individuals and embraced as part of a team. At DACB, we don’t just accept your differences, we celebrate and advocate for them. From bespoke solutions for our clients, to treating you as an individual. Our strength comes from your diverse ideas and bringing the ‘whole you’ to work. So if you’re good at what you do, come as you are!

Note for Recruitment Agencies – the DAC Beachcroft LLP resourcing team is responsible for managing all current vacancies through direct hiring and referrals wherever possible.  We do work with recruitment agencies and where we require external support we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us.  Speculative CVs sent by any agency to any DAC Beachcroft employee without a specific request by the resourcing team will not be accepted and with no introduction fee applicable.  Our resourcing team can be contacted at recruitment@dacbeachcroft.com

DAC Beachcroft