IT Service Desk Team Leader

Teneo

Responsibilities

• Deliver high-quality, proactive IT assistance to senior leadership, ensuring seamless technology operations for critical meetings, presentations, and decision-making processes. This includes rapid issue resolution, maintaining confidentiality, and anticipating technology needs to enable executives to perform at their best without disruption.
• Work closely with the Head of Infrastructure to manage and support on-site technology assets such as communications rooms, Wi-Fi networks, servers, and related hardware. Ensure security and reliability of these systems through regular monitoring, preventative maintenance, and swift troubleshooting to minimise downtime and maintain business continuity.
• Develop and maintain strong relationships with business users to understand their operational needs and ensure IT services are aligned to support those requirements effectively.
• Provide leadership, coaching, and day-to-day support to the regional service desk team, fostering a culture of service excellence and continuous improvement.
• Serve as an escalation point for complex technical issues, offering hands-on support when necessary to ensure timely resolution.
• Oversee the management and resolution of IT service tickets and incidents, ensuring prompt, effective, and customer-focused responses.
• Collaborate closely with the global service desk function and our outsourced level one support partner to ensure seamless and consistent service delivery across regions.
• Monitor service desk performance metrics, review reports, and analyse trends to identify opportunities for improvement.
• Ensure adherence to established incident management policies, processes, and procedures.
• Lead regional endpoint refresh initiatives and manage the full hardware lifecycle, including deployment, repurposing, and secure disposal.
• Coordinate IT onboarding activities, including inductions and training for new employees, ensuring a smooth and well-supported start.
• Work in partnership with the Service Desk Manager and wider IT teams to align regional service desk activities with global standards and strategic objectives.

Skills and Experience

Basic requirements:

• Active Directory and Azure Active Directory, including group policy management, identity and access controls, and hybrid environments.
• ITSM platforms, with hands-on experience in FreshService preferred; familiarity with alternatives like ServiceNow, Jira Service Management, or Cherwell is beneficial.
• IT asset and inventory management, including hardware lifecycle processes (procurement, deployment, repurposing, and disposal).
• Experience laising with internal clients/managing stakeholders

Preferred requirements:

• Microsoft 365 administration, including user provisioning, license management, Exchange Online, Teams, SharePoint, and security/compliance configurations.
• Basic to intermediate networking concepts, including DNS, DHCP, VPN, LAN/WAN, and Wi-Fi troubleshooting.
• Proficient in managing and troubleshooting Microsoft Teams Rooms and Cisco conferencing hardware, with additional experience or understanding of AV setups for large-scale Town Hall events.
• Mobile device management (MDM) for iOS and Android using Microsoft Endpoint Manager or similar tools. Endpoint management using tools such as Microsoft Intune and Autopilot.
• Experience within Professional Services or Financial Services, or an environment with significantly subjected to corporate governance regulations, such as data protection, cybersecurity, etc