Desktop Support Team Lead

hace 3 horas

Madrid, Madrid, España The Workshop A tiempo completo
Job Title: Desktop Support Team Lead

We are seeking a highly skilled and experienced Desktop Support Team Lead to join our team at The Workshop. As a key member of our IT department, you will be responsible for overseeing the smooth operation of all our Desktop support and Enterprise tooling services to support the day-to-day IT needs of our employees.

Key Responsibilities:
  • 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.
  • Leading and management of the day-to-day running of IT operations and implementing 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.
  • Facilitation of an Enterprise tooling training program 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.
  • Tracking and resolving issues, risks, and dependencies across projects and programs.
  • Project status reporting, resource management, and staffing needs.
Requirements:
  • 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:
  • 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 in Malaga.
  • 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.
  • Three volunteering paid days each year.
  • Generous referral program.

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