Global IT End User Support Team Leader

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

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.