EUC Team Leader

This is a great opportunity to join our client, a well established business offering career stability and progression.

Role Purpose:

The EUC Team Leader is responsible for ensuring that all processes and procedures around Incident Management, Request Fulfilment, Stores, and Asset Management are followed by the onsite team and any temporary or project resources. The EUC TL will also assist with coordinating and delivering site and user asset audits.

The role includes, but is not limited to, first- and second-line fault resolution for software, hardware, and VC equipment, managing IT hardware and software requests, and ensuring the successful delivery of the IT Hub at the client site.

The role-holder will support the client's management team in delivering IT Services (primarily Incidents and Requests) through the supply of contracted services and value add, ensuring an effective and efficient customer-focused service for all staff, meeting service level agreements and customer expectations.

The team-leading aspect will include monitoring Incident and Request allocation and progress, managing escalations, mentoring, coaching, supporting, handling time and absence management, conducting regular one-to-one performance reviews and appraisals, ensuring asset management processes are followed, and contributing to process improvements.

Security clearance or the willingness to apply will be required for this role.

Key Responsibilities:

Day-to-day team leadership, including performance, holiday, and sickness management

Covering for EUC Managers for escalations as required

Installation, moves, and additional services in relation to IT equipment on client sites

Second-line support for software and hardware fault resolution

Re-loading/configuring of software applications and images

Ensuring SLA attainment across the team

Contributing to the activities of all onsite teams as required

Proactively identifying and driving process improvements

Adhering to all relevant client and company policies and procedures

Being prepared to work out of hours when required

Skills and Experience:

Strong knowledge of Microsoft desktop operating systems (Windows 10/11)

A customer-oriented approach with excellent communication and organisational skills

Ability to effectively influence and negotiate with personnel at various organisational levels

Strong analytical, creative problem-solving, and planning skills

Ability to manage and create professional and articulate documentation

Ability to prioritise, plan, and meet deadlines

Previous line management experience or willingness and aptitude to learn

Ability to handle difficult and demanding customer environments