End User Computing Team Lead

Location City of London
Discipline: Infrastructure & Support
Job type: Permanent
Salary: £100k per annum

​A Highly-Innovative Global Commercial Bank have a newly created position for an End User Computing Team Lead to join their team on a permanent basis. The UK office is in the City of London.

ABOUT THE COMPANY

Their clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work.

They come to the organisation for their expertise, deep network and nearly forty years of experience in the industries they serve, and to partner with diverse teams of passionate, enterprising, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.

Join them and be part of bringing their clients' world-changing ideas to life. They have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities they serve. They pride themselves in having both a diverse client roster and an equally diverse and inclusive organisation. And they work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.

ABOUT THE ROLE

You will be responsible for delivering high quality technology support and services to the bank's end user community. The team lead must balance strong technical abilities with genuine interpersonal skills to satisfy their internal customers and fulfill their DWS mission. The team lead also assists the DWS Manager with advancing technician performance, overseeing site support operations and delivering department initiatives.

KEY RESPONSIBILITIES:

  • DESKTOP SUPPORT – Positively interacts with and supports end users with their technical issues and requests via remote control support, telephone calls, deskside visits and Tech Café walk-ins.

  • HARDWARE SUPPORT – Unbox, image, configure, test, deploy and troubleshoot laptop/desktop/NUC hardware running Windows or MacOS and common peripherals including docking stations, monitors, printers and scanners following all asset management processes and procedures.

  • SOFTWARE SUPPORT – Deploy, install and troubleshoot line-of-business (LOB) and commercial off-the-shelf (COTS) software utilizing Microsoft SCCM, APP-V and InTune. Assist and train users on common productivity applications including the Microsoft Office suite. Analyze software onboarding requests and approve/implement as needed.

  • INFRASTRUCTURE SUPPORT – Provide Tier 2 support of networking, wireless networking, home networking, VPN, software packaging, multi-factor authentication, VDIs, virtual machines, threat management and operating system deployment (OSD). Manage the onboarding of new technology in DWS and ensure readiness to support.

  • MOBILE DEVICE SUPPORT – Configure, test and deploy corporate iPhones controlled via Apple DEP and Microsoft InTune. Assist end users with questions and issues that occur on both corporate and BYOD devices running various versions of iOS and Android OS.

  • VIP SUPPORT – Build strong relationships with executive staff and promptly assist them with their questions, incidents and service requests.

  • AUDIO/VISUAL – Learn and support the audio/visual technology present in meeting rooms and auditoriums.

  • ACTIVE DIRECTORY – Understands Active Directory concepts and can administer user, user groups and computers per standard operating procedures.

  • TEAM PLAYER – Act as a team player supporting peers, department management and business unit leadership to fulfill operational service levels, department initiatives and project deliverables. Believe in and adopt a “70% agreement, 100% commitment” attitude.

  • CUSTOMER-FOCUSED – Understand and execute a user-first service philosophy whereby restoring service quickly for the end user comes first, deferring user training or correction for after the disruption. Review surveys and follow-up on negative experiences.

  • SERVICE LEVEL COMPLIANCE - Acknowledge and resolve assigned tasks, incidents and changes according to published SLAs and KPIs. Regularly meet or exceed objectives. Motivate and assist technicians that are underperforming.

  • KNOWLEDGE MANAGEMENT – Organize and motivate the support team to recognize situations where information is needed to elevate team performance. Manage support knowledge in the KMS so that it remains accurate and relevant.

  • CONTINUOUS IMPROVEMENT – Organize continuous improvement efforts by understanding staff insights and concerns and creating a pipeline of change. Maintains a key eye on opportunities to improve user experience, efficiency, compliancy or cost savings. Drive resolutions to production.

  • SUBJECT MATTER EXPERT – Act as an expert support resource for multiple DWS technology stack components. Partner with administrators and engineers to increase capabilities and service value.

  • SYSTEM ADMINISTRATION – Regularly administer systems managed under the DWS domain. Partner with engineering on executing proof-of-concept activities.

  • CHANGE MANAGEMENT – Learn and follow the change management process. Independently test and implement changes in the environment while informing others.

  • PROJECT MANAGEMENT - Able to build volumetric plans that achieve the objectives of department initiatives (software rollouts, upgrades, transitions). Analyze larger problems and break down into smaller and predictable tasks that progress toward a solution.

  • LEADERSHIP – Act as an extension of DWS leadership, overseeing local site operations, resolving support escalations and planning/executing department initiatives. Partner with Corporate Communications on assembling, editing and distributing end user messages describing new technologies, service outages and other impactful changes.

QUALIFICATIONS:

  • Extensive experience in a Tier 1 or Tier 2 desktop technical support role.

  • Extensive experience supporting Windows 7, Windows 10 or Windows 10 IoT.

  • Prior experience supporting MacOS.

  • Proven experience supporting end users in an Office 365 environment.

  • Experience with audio/visual and video conference solutions preferred.

  • Experience with Active Directory preferred.

  • Demonstrated ability to think critically.

  • Demonstrated ability to communicate effectively to business and technical audiences.

  • Demonstrated self-motivated work ethic and lifelong learner.

  • Demonstrated ability to influence and motivate others.

EDUCATION OR EQUIVALENT EXPERIENCE:

  • Bachelor's degree in IT related field or related job experience

  • ITIL v3 Foundation

  • CompTIA & or Microsoft Technology Associate (MTA) certification

BENEFITS:

  • Private Medical Insurance

  • Telemedicine

  • Health Assessments

  • Dental Insurance

  • Eye Care

  • Holidays

  • Wellness (Employee Assistance Program, Gym Subsidy, and Ride to Work Scheme)

  • Transportation

  • Group Personal Pension Scheme

  • Disability and Life Assurance

  • Employee Stock Purchase Plan (ESPP)

  • Travel Insurance (Business Travel Insurance and Personal Travel Insurance)

  • Employee Referral Program

  • Family Bonding Time (Enhanced Maternity/Adoption Leave, Paternity Leave, Shared Parental Leave, and Special Parental Leave)

  • Developing and Giving Back (Learning Opportunities, Employee Recognition, and Matching Gift and Community Involvement Program)