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IT Technical Support Team Lead (m/w/d)

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Fugro

Feb 17

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    IT & Cybersecurity
  • Berlin

AI generated summary

  • You need a degree in IT or related field, IT infrastructure experience, management skills, strong tech skills, English proficiency, stakeholder management, and adaptability to change.
  • You will ensure service compliance, coach technical staff, drive improvements, support projects, enhance customer service, manage SLAs, and promote Information Security within operations.

Requirements

  • A degree or equivalent qualification in Information Technology or a related field.
  • Experience in IT Infrastructure, with a focus on technical support and operations.
  • Strong technical skills across various IT domains.
  • Intermediate level management and remote management experience is required.
  • ITIL Certifications would be advantageous.
  • Strong English language skills, both verbal and written.
  • A second language would be beneficial.
  • Good stakeholder management skills.
  • Effective communication and collaboration skills.
  • Strong attention to detail and organisation skills.
  • Ability to adapt to changing technologies and environments.

Responsibilities

  • In this exciting role, you will be at the heart of our operations, working closely with domain service owners and the IT Support Manager for EUAF. Your mission? To keep our team updated with the latest service information and ensure all handover documentation is spot on. As the go-to person for regional operations, you will make sure our hardware, software, and processes are top-notch and compliant with standards.
  • You will build strong bonds with the Service Support and Technical Solutions teams, ensuring we meet our SLAs and deliver exceptional service. Coaching our technical support staff will be key, helping them master processes for efficient and effective service delivery. You will also be on the lookout for cost-saving opportunities, working with the IT Support Manager to boost efficiency through technology, automation, or process improvements.
  • Collaboration is crucial, and you'll partner with other Technical Services and Technical Solutions leads to drive service improvements, enhancing business delivery and knowledge sharing. You'll play a vital role in maintaining business continuity, working towards 24/7 coverage in the region.
  • Supporting regional and global projects will be part of your day-to-day, ensuring smooth service transitions to technical support within the region. You will identify ways to enhance customer service and support for global services by increasing our regional presence and addressing any gaps in team needs, infrastructure, and application requirements.
  • Your technical expertise will shine as you provide support for application implementation, upgrades, and maintenance. You will track SLAs, measure team progress, and communicate improvements. Staying ahead of business changes, digital transformation, and technology needs, you will foster strong communication across IT support functions to ensure timely incident resolution and operational availability.
  • Promoting Information Security awareness will be another key aspect of your role. You will collaborate with Internal Audit to address IT-related risks and findings, ensuring Information Security is woven into our technical support and operational processes.

FAQs

What is the main role of the IT Technical Support Team Lead?

The main role of the IT Technical Support Team Lead is to oversee operations, ensure compliance, coach technical support staff, and collaborate with various teams to enhance service delivery and maintain business continuity.

Is prior experience required for this position?

Yes, experience in IT Infrastructure with a focus on technical support and operations is required.

Are ITIL certifications necessary for this role?

ITIL Certifications are advantageous but not required.

What educational qualifications do I need to apply for this job?

A degree or equivalent qualification in Information Technology or a related field is required.

Does the company offer opportunities for professional development?

Yes, the company provides extensive career and training opportunities both nationally and internationally.

What benefits are offered with this position?

Benefits include a competitive salary, contributory pension scheme, life assurance, private medical insurance, flexible working hours, 25 days annual leave, and more.

Is there an option for flexible working hours?

Yes, flexible working hours are offered along with the potential to work 2 days a week from home.

How many annual leave days does this position allow?

The position allows for 25 days of annual leave, with the option to buy or sell up to 5 days.

Will I have to promote Information Security awareness as part of the job?

Yes, promoting Information Security awareness is a key aspect of the role.

Is there support available for application implementation and maintenance?

Yes, providing support for application implementation, upgrades, and maintenance is part of the responsibilities of this role.

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Fugro

Unlocking insights from Geo-data for a safe and liveable world.

Engineering & Construction
Industry
10,001+
Employees
1962
Founded Year

Mission & Purpose

We are the world’s leading Geo-data specialist, collecting and analysing comprehensive information about the Earth and the structures built upon it. Through integrated data acquisition, analysis and advice, we unlock insights from Geo-data to help our clients design, build and operate their assets in a safe, sustainable and efficient manner.