About The Role
We are actively building diverse teams and welcome applications from everyone.
Role: EUC Team Leader
Location: Bristol (customer site)
Contract Type: Permanent
Salary Package: £35,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours: 08:00 - 16:00 or 09:30 - 18:00 Monday – Friday
Interview Process: 2-stage process
Why SCC?
* An inclusive workplace
* Excellent package: solid basic and company benefits
* Hybrid working & core hours in line with role requirements
* Career development and life-long learning opportunities
* Opportunity to join Europe's largest privately-owned IT Company
Role purpose:
* The purpose of the role is to lead and manage the EUC Engineers at the MBDA sites, while also working as an EUC Engineer. The role-holder will act as an SCC Management representative onsite and deal with local customer escalations and be responsible for the overall performance of the dedicated team onsite.
* The EUC Team Leader (EUC TL) is accountable for ensuring that all processes and procedures around Incident, Request, Stores and Asset Management are followed by the onsite team and any temporary or Project resources. The EUC TL will also assist with the coordination and delivery of site and user asset audits.
* The role includes, but is not limited to, first- and second-line fault resolution for software, hardware & VC equipment, managing IT hardware & software requests and overall responsibility for the successful delivery of the IT Hub at the MBDA Bolton site.
* The role-holder will assist the SCC Management team in the delivery of IT Services (primarily Incidents and Requests) to the end client through supply of contracted services and value add, and to deliver an effective and efficient customer focused service to all staff for SCC clients, meeting service level agreements and customer expectations.
* The team leading aspect will include monitoring of Incident and Request allocation and progress; escalation management; mentoring; coaching; supporting; time and absence management; regular one-to-one performance reviews; appraisals; ensuring that asset management processes are followed and contributions to process improvements are brought forward.
Security clearance or the willingness to apply will be required for this role.
Key responsibilities:
* Day to day team leading (including performance, holiday, and sickness)
* Cover for the EUC Managers for escalations as required.
* Installation moves and additional services in relation to IT equipment on customer sites.
* Second Line support for software and hardware fault resolution
* Re-loading/configuring of software applications and images.
* Activities to ensure SLA attainment across the team.
* Contribute to activities of all onsite SCC teams as required.
* Proactive search for improvements & ensuring these are captured & progressed.
* Adhere, always, to relevant customer and company policies and procedures.
* Being prepared to work out of hours when required to do so.
Skills and experience:
* Strong knowledge of Microsoft desktop operating systems (W10/W11)
* A customer-orientated 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 to achieve results.
* Ability to manage & create documents which are professional & articulate.
* 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.
About Us
SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
We are an equal opportunities employer
SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/
Sustainability at SCC - https://www.scc.com/sustainability-at-scc/
Life at SCC - https://www.linkedin.com/company/scc/life
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