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Desktop Support Team Lead

hace 2 meses

Madrid Centro, Madrid, España The Workshop A tiempo completo
About The Workshop

The Workshop is a technology-driven company that specializes in developing innovative software solutions for the online gaming industry. Our mission is to create cutting-edge technology that empowers our users to achieve their goals.

Job Summary

We are seeking an experienced Desktop Support Team Lead to oversee the smooth operation of our desktop support and enterprise tooling services. The successful candidate will be responsible for leading a team of Desktop Support Administrators, ensuring that service delivery meets internal SLAs, and implementing quality standards to ensure that IT services are monitored and measured to meet agreed internal SLAs.

Key Responsibilities
  1. Team Leadership: Supervise, lead, and assist with the management of the Office IT, Desktop Support, and Enterprise tooling team to ensure a consistently high-performing well-balanced talent pool is maintained.
  2. IT Project Management: 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.
  3. IT Operations: Lead and manage the day-to-day running of IT operations, implementing quality standards to ensure that IT services are monitored and measured to meet agreed internal SLAs.
  4. IT Strategy: 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.
  5. Security: Work closely with security teams to establish and enforce security standards, policies, and procedures, and ensure compliance with relevant regulations and industry best practices.
  6. Technical Support: Plan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, software vendor issues, approvals, and installations.
  7. Problem-Solving: Provide advanced troubleshooting support for complex issues that escalate beyond the first level. Manage the resolution process for systemic problems affecting multiple users.
  8. IT Project Coordination: Coordinate and lead IT projects related to hardware and software rollouts, upgrades, and migrations. Ensure seamless execution without interrupting business processes.
  9. Escalation Point: 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.
  10. Training and Development: Facilitate an Enterprise tooling training program for all company employees.
  11. Policy Development: Develop policies for internal IT and Desktop Support operations to drive attainment of agreed SLAs.
  12. Documentation: Ensure a detailed set of documentation related to all services within scope is both developed and maintained.
  13. Communication: Communicate effectively with senior stakeholders, customers, and delivery teams on IT-related matters.
  14. Professional Development: Stay abreast of the latest IT, cloud, security, and networking trends and continuously improve the team's skills and capabilities.
  15. Employee Development: Coach and mentor employees through example, advice, and correction; help them to expand their capacity and the capacity of their teams.
  16. Project Support: Support and drive projects, working with appropriate stakeholders and team, offering assistance and recommendations where required.
  17. Issue Tracking: Track and resolve issues, risks, and dependencies across projects and programs.
  18. Project Status Reporting: Project status reporting, resource management, and staffing needs.
Requirements
  1. Leadership Experience: Proven experience leading teams of ICT technical staff or having worked in a similar technical leadership-related role.
  2. Technical Knowledge: Strong understanding of hardware, operating systems (Windows / Mac / Linux), and networking principles.
  3. Device Management: Experience with device management systems like MDM, Apple Business Manager, and SCCM / MDT (XenMobile, Airwatch, MobileIron).
  4. Infrastructure Support: Experience supporting 24x7 infrastructure and enterprise applications in medium-sized enterprises.
  5. Project Management: Ability to plan IT projects, manage resources, and give time estimations on delivering projects.
  6. Flexibility: Ability to work outside of normal business hours when needed, including international travel to office locations within the UK and Europe.
  7. Security Knowledge: Working knowledge of IT and networking security principles, frameworks, standards, and best practices.
  8. Active Directory: Strong working knowledge of setting up and managing Active Directory / LDAP.
  9. Networking Concepts: Good understanding of networking concepts: TCP / IP, LAN / WAN, DHCP, DNS, Routing, Switching, and Firewalls.
  10. Training Experience: Experience in providing training to technical and non-technical staff on the usage of IT equipment and enterprise tooling.
  11. Problem-Solving: Ability to set / meet project deadlines and work well under pressure.
  12. Communication Skills: Excellent communication, presentation, and interpersonal skills.
  13. Analytical Skills: Strong problem-solving, analytical, and decision-making skills.
  14. Language Skills: Full English professional proficiency.
What We Offer
  • Private Life and Health Insurance: Private life and health insurance for you and your family.
  • Flexible Working Hours: Four weeks per year to work from anywhere for eligible employees.
  • Gym Reimbursement: Gym reimbursement.
  • Company Bus Lines: Company bus lines for convenient transportation applicable for employees in Malaga.
  • Relocation Package: 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: Learning Pocket for personal development.
  • Hybrid Working Model: A hybrid working model with flexible hours.
  • Volunteering Days: 3 volunteering paid days each year.
  • Generous Referral Program: Generous referral program.