Desktop Support Team Lead

Who we areWe are Inventors of gaming platform, betting, fintech and software solutions.
Across the globe, our cross-functional teams create online gaming platform as well as sports and fintech betting solutions that reach hundreds of thousands of users daily guided by our motto "Fearlessly Forward" together.Join our Blockchain teamThe Workshop is a tech company that develops intuitive software for the online gaming industry.
Our motto is to move "Fearlessly Forward" together.
Cooperative innovation is at the center of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.Our blockchain team is dedicated to the conception, design and implementation of a best-in-class software platform providing our users with the ability to work seamlessly within this new and highly technical space.
We are currently seeking new colleagues across a variety of roles who are passionate about bringing this world-changing technology into mainstream use via the development of high-quality tools and services aimed at the wider commercial market.Previous blockchain experience, while desirable, is not required and so this is an excellent opportunity for anybody who has an interest in growing their skills and experience in this novel and fast-moving field.Your missionWe are looking for a Desktop Support Lead to oversee and ensure the smooth operation of all our Desktop support and Enterprise tooling services to support the day to day IT needs of our employees.
You will assist with the planning and migration to a suite of new enterprise tooling applications and services, which will be using a combination of both on-premise and cloud based solutions.You will be responsible for enhancing user experience through effective management of IT resources, streamlining support processes, and ensuring that IT corporate services aligns with the evolving needs of the business.
Your role will involve leading a team of Desktop Support Administrators to ensure that service delivery meets the agreed internal SLAs.What you'll do Supervise, lead and assist with the management of the Office IT, Desktop Support and Enterprise tooling team ensuring a consistently high-performing well-balanced talent pool is maintained.
Assist with the planning and migration to a suite of new enterprise tooling applications and services, which will be using a combination of both on-premise and cloud based solutions.
Lead the day to day running of IT operations and implement quality standards to ensure that IT services are monitored and measured to meet agreed internal SLAs.
Help define and execute the short-term and long-term company IT and Enterprise tooling strategy and roadmap, aligned with the company's goals and priorities.
Work closely with security teams to establish and enforce security standards, policies and procedures, and ensure compliance with relevant regulations and industry best practices.
Plan, organise, schedule, and supervise the day-to-day technical support activities, including troubleshooting, software vendor issues, approvals, and installations.
Provide advanced troubleshooting support for complex issues that escalate beyond the first level.
Manage the resolution process for systemic problems affecting multiple users.
Coordinate and lead IT projects related to hardware and software rollouts upgrades, and migrations.
Ensure seamless execution without interrupting business processes.
Act as a key point of escalation for any IT related issues that may arise and work with external service providers and vendors where required.
Facilitate an Enterprise tooling training programme for all company employees.
Develop policies for internal IT and Desktop Support operations to drive attainment of agreed SLAs.
Ensure a detailed set of documentation related to all services within scope is both developed and maintained.
Communicate effectively with senior stakeholders, customers and delivery teams on IT related matters.
Stay abreast of the latest IT, cloud, security and networking trends and continuously improve the team's skills and capabilities.
Coach and mentor employees through example, advice and correction; help them to expand their capacity and the capacity of their teams.
Support and drive projects, working with appropriate stakeholders and team, offering assistance and recommendations where required.
Track and resolve issues, risks and dependencies across projects and programs.
Project status reporting, resource management and staffing needs.
What you'll bring Proven experience leading teams of ICT technical staff or having worked in a similar technical leadership related role.
Strong understanding of hardware, operating systems (Windows/Mac/Linux), and networking principles.
Experience with device management systems like MDM, Apple Business Manager and SCCM/MDT (XenMobile, Airwatch, MobileIron).
Experience supporting 24x7 infrastructure and enterprise applications in medium sized enterprises.
Ability to plan IT projects, manage resources and give time estimations on delivering projects.
Ability to work outside of normal business hours when needed including international travel to office locations within the UK and Europe.
Working knowledge of IT and networking security principles, frameworks, standards and best practices.
Strong working knowledge of setting up and managing Active Directory / LDAP.
Good understanding of networking concepts: TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls.
Experience in providing training to technical and non-technical staff on the usage of IT equipment and enterprise tooling.
Ability to set/meet project deadlines and work well under pressure.
Excellent communication, presentation and interpersonal skills.
Strong problem-solving, analytical and decision-making skills.
Full English professional proficiency.
What's in it for you (Spain) Private life and health insurance for you and your family.
Four weeks per year to work from anywhere for eligible employees.
Gym reimbursement.
Company bus lines for convenient transportation applicable for employees Malaga based.
Relocation package for you and your family including soft-landing package services to help you settle in (applicable for relocation to Malaga, if you are moving from a different city/country).
Learning Pocket for personal development.
A hybrid working model with flexible hours.
3 volunteering paid days each year.
Generous referral programme.
Workplace perks such as gaming room with darts, pool, ping pong table, foosball, consoles and much more
We also enjoy massages and a kitchen stocked with coffee, fruits, nuts and ice cream.
What's in it for you (London) Private life and health insurance.
Pension plan.
Four weeks per year to work from anywhere for eligible employees.
Gym reimbursement.
25 days of annual leave plus weekday bank holidays.
Learning Pocket for personal development.
A hybrid working model with flexible hours.
3 volunteering paid days each year.
Generous referral programme.
Excited about this opportunity?
Scroll down to learn more about The WorkshopOur Beliefs and Commitment to You
We value creativity and innovation from our diverse team.
The Workshop welcomes candidates of all genders, orientations, disabilities, races, ages, nationalities, and beliefs.
Great ideas come from great people who thrive on being empowered to improve our products and processesOur DNA We live by the motto "Experience First" for our customers, players, and employees.
With 550 employees from 40 nationalities speaking nearly 30 languages, our offices in Málaga, Madrid, Auckland, and London focus on collaboration, knowledge-sharing, and well-being initiatives.Our Culture: At The Workshop, we foster an inclusive and multicultural environment where diversity is celebrated.
As an Inventor, you will thrive in an environment led by: Global Innovation: Join a dynamic company pioneering cutting-edge technology worldwide with an environment that encourages new ideas and continuous growth.
Personal Growth: Explore new opportunities through internal mobility programs.
Well-being Support: Benefit from initiatives promoting work-life balance and personal development.
Community Impact: Influence the tech community inside and outside of The Workshop and mentor others as we shape the future together.
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