IT Team Leader

Job Elements: -

• Responsible for ensuring effective support models are in place for 1st and 2nd line support at location.
• The monitoring of call management to SLA targets daily ensuring a high degree of ownership within the team through to resolution.
• Encourage and nurture an environment where the team are motivated and customer focused
• Ensure the team meet or exceed service delivery targets.
• Assist the team with service desk calls at peak times.
• Identify opportunities for IT process improvement and lead process improvement initiatives to reduce non value added activities and improve process efficiency.
• Instil practices and controls that add value to internal processes while ensuring compliance to Global policies are maintained.
• Maintain an excellent level of understanding of the business processes and activities of the business functions.
• Manage allocated cost centre budgets and report monthly on variances
• Provide governance guidance on all aspects of change delivery to ensure that plans are reasonable, risks are managed and progress is made in line with the agreed plans.
• Any risks or improvements are effectively highlighted, managed and where appropriate changes to IT processes or training implemented.

The ideal candidate will have:

• A degree, or diploma, in a relevant field.
• Excellent verbal and written English.
• A minimum of 3 years’ experience of IT within a highly regulated manufacturing environment.
• Experience of leading a small team is desirable.
• Experience of 5S and Six Sigma principles is desirable.
• Effective team player with demonstrated experience of successfully taking the lead.
• Proven ability to prioritise based on business need.
• Ability to mentor and develop a team effectively.
• Ability to drive improved performance in delivery and customer service.
• Strong customer service approach.
• Outstanding interpersonal, communication and influencing/negotiating skills.
• A competent level of hardware/software troubleshooting ability.