End User Support Team Leader
Job Description
Job title: End User Support Team Leader
Company: Utility Warehouse
Job description: Company Description
Hours: 8:00am – 7:00pm (shift work), Monday – Friday
Colindale North London and Farringdon, with hybrid working
Hello, we’re UW
We’re a bunch of great people working together, solving problems and having fun. Together, we strive to find solutions to help the great people around us get on with the things that really matter in life.
How? It’s simple, we take the headache out of essential home services by providing them all in one place – energy, broadband, mobile, and even insurance. That’s one provider, one account, one bill, and lots of savings.
We’re a truly unique FTSE 250 company with a business model that has real social impact at the heart of it. Being a part of the UW community you’ll join a working environment like no other – one where everyone matters – be it our customers, our partners or you, our people.
About the role
The End User experience Team (EUX) ensures that the IT services, IT Support and solutions of the business are reliable, stable and have the capacity to scale based on the changing needs of the business.
The Team is responsible for the onboarding of new staff and will work with the relevant teams to continually improve processes to improve the end-user experience.
What you’ll do
- Provide leadership, guidance, and support to the IT Support Team within EUX Support
- Contribute and support the day to day function of the three support channels
- Deliver to the maximum of our abilities, motivate and focus the team to meet SLAs, with a strong emphasis on End User eXperience
- Ensure end user escalations are handled in a timely manner
- Ensure there is continual service review and improvement of all processes and procedures across the three support channels in EUX IT Support
- Lead in the development of good customer service practices
- Ensure staff are fully trained to cover the Tech Bar, Phone support or Service Now tickets
- Lead and manage operational performance and liaise closely with stakeholders to ensure the quality of the service meets or exceeds expectations
- Increase the efficiency of existing processes and procedures to enhance the company’s IT Service and Solutions and to improve overall customer journey.
- Use measurable metrics for improvement, diagnose, trends and goals.
- Implement self service solutions i.e. task requests raised in Service Now.
- Support and lead the team to deliver solutions and advise on best practices.
- Ensure smooth implementation of new technologies.
- Ensure documentation for changes and integrations that affect the overall operation of the team is created and shared through the ServiceNow Knowledge base.
- Work closely with the Head of EUX to identify improvement areas and initiate “Service improvement Plans” in targeted areas for quantified improvements.
- Collaborate with other functions and horizontals within IT and wider business.
- Work closely with the EUX Operation team and provide technical support and mentoring.
- Software Deployments using SCCM, Intune, Jamf MDM.
- Liaise with 3rd party vendors and external support.
About you
- Proven track record of leading, motivating, and supporting a team within a time-sensitive and demanding environment, including individual career development plans.
- Strong organisational skills.
- Excellent reporting and communication skills.
- Demonstrable lateral thinking skills.
- Self-motivated with a willingness to learn and adapt to any new change or situation.
- Strong stakeholder management skills.
- A proven ability to prioritise and complete conflicting projects and business undertakings in a timely manner.
- Understanding of Networking and Security concepts.
- In depth knowledge of ServiceNow | Jamf MDM | InTune | Azure | SCCM | Google GSuite | Microsoft Office 365 | Okta | Active Directory | Group Policy Management | CrowdStrike | AWS & Papercut | Linear | Tanium and understanding of ITIL 4.
- Programming language is advantageous (Java, JScript, PHP, HTML, PowerShell)
What’s in it for you
Join a high growth FTSE 250 business with an ambition to grow our customer base to over 1 million over the next 4 years. Help us achieve our ambitions whilst learning and having fun. Become part of a fantastic business culture where people really are at the heart of everything we do.
- Huge opportunities for exposure & development as we scale up
- Access to Spark – a holistic approach to learning and development created by UW to empower our people’s personal and professional growth
- Competitive salary including share options
- 25 days holiday plus Bank Holidays
- Life Insurance up to 4 x your salary
- Discounted healthcare & medical cash plans
- A free virtual GP service
- Private pension scheme
- Share options and Save As You Earn Scheme
- A range of Health & Wellbeing benefits including a confidential Employee Assistance Programme, virtual fitness classes and wellness tools
- Discounted UW services (30% mobile & broadband, 10% energy & insurance)
- A UW cashback card – earning you cashback on all your spending!
Apply here!
If you think this is the role for you and want to be part of UW’s extraordinary growth, apply now.
Additional Information
We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation.
Please note, if you are applying for a role which involves having access to personal data, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.
Expected salary:
Location: London
