IT Technical Support Team Leader

Company

ALPINE RACING LIMITED

Job Description

We are seeking a highly skilled and motivated IT Technical Support Team Leader to join our team. Reporting to the IT Service Desk Manager, you will play a crucial role in ensuring the smooth operation of our IT systems and supporting our mission to achieve excellence on and off the track.

The Role: 

Reporting to the IT Service Desk Manager, you will lead the team of 2nd Line IT Technical Analysts, managing day-to-day workload, escalations to and from the team, and providing basic project management to track in-flight projects. This role is predominantly on-site, ensuring hands-on management and support.

The key objectives for this role are:

• Use each Incident and Request as an opportunity to instil best practice within the team, targeting reduction of incidents and automation/self-service for requests.


• Create and lead initiatives to enable business efficiency, cost saving, and/or enhanced security.


• Establish documented procedures and knowledgebase articles to create solid, repeatable processes within the team.


• Integrate with the wider IT Operations team to ensure smooth and effective escalation processes and project management.


• Manage and develop the team of IT Technical Analysts, creating a culture of positivity and proactivity.

This role encompasses the implementation, management, maintenance, and ownership of a vast majority of our systems, including onsite servers, clients, and cloud resources. You will manage the IT Service Desk team, authorising absence requests, conducting 1 to 1 meetings, and monitoring performance via annual Personal Development Reviews. Ensuring adequate staffing during working hours, you will also oversee the project management of IT Service Desk Projects and liaise with the IT Service Desk Manager and wider IT team to help architect and plan IT system initiatives.

Monitoring and maintaining operational and performance levels across all Microsoft platforms, you will provide 3rd line support for escalated support incidents and proactively identify shortfalls or potential problems, responding to system-generated alarms. Your role will involve identifying business benefits/requirements using technical solutions, providing training and mentoring to colleagues and peers on new and existing technologies, and prioritising workloads while recording, documenting, and updating incidents within the Incident Management System.

You will create and maintain documentation to support the current infrastructure, contribute to and adhere to a mature ITIL Change and Release Management Processes, and liaise with and manage 3rd party suppliers in the event of upgrades, updates, support incidents, or failures. Attending meetings, seminars, and workshops to remain abreast of current and future technologies, you will aid all colleagues in meeting day-to-day technical challenges and continually improve systems based on changing demands, including producing scripts, tools, and procedures to assist with automating tasks. Providing a high quality of service delivery is paramount.

The Person:

The ideal candidate will have proven experience in a similar IT leadership role, preferably within a high-pressure environment. You will possess strong technical knowledge and experience in implementing and troubleshooting systems and platforms, with a strong working knowledge of Active Directory Domain Services (ADUC/DNS/DHCP/CA/GPO), Windows Client management, Microsoft 365 & Office 365 Services and Administration, and Microsoft Azure. Proficiency in Microsoft Exchange, PowerShell, Linux, Networking and Wireless Technologies, Microsoft Endpoint Manager (Configuration Manager/SCCM), and virtualisation using VMware vSphere is essential.

You will be an enthusiastic, dynamic, and responsible person with a strong desire to succeed and deliver exceptional customer service. Effective oral and written communication skills are crucial to ensure appropriate information is recorded and passed to relevant parties. A strong team ethic, can-do attitude, and the ability to work under pressure are essential, along with a positive personality and excellent communication skills. On-the-job training, workshops across wider IT teams, corporate in-house training courses, and formal external training courses will be provided to support your continuous development.

If you are a dedicated and experienced IT professional looking to take the next step in your career, we would love to hear from you. Join us at Alpine Formula One Team and be part of our exciting journey to success!

Job Family

Information Technologies & Systems

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