Descripción del empleo

* GTS Team Lead|PageGroup SSC


PageGroup SSC

Primary Responsibilities:

The GTS Team Lead is accountable for all issues and requests logged via /by/or relating to an IT service. To act as escalation point including supporting the wider GTS team when managing business impacting issues (Major Incident Management); assist in determining the root cause of issues and manage the process for communicating outage/emergency activities to the Global business.

The GTS Team Lead is expected to support and assist the GTS Manager in the day-to-day operation of the GTS including; train, coach and mentor GTS analysts in their career development and appraisals; in addition, oversee team member activities and contribute/obtain training material for team development and up-skilling. Schedule shift patterns, coordinate workload and leave requests (as a minimum). Advise management on situations that may require additional customer support or escalation, in particular on issues that could significantly impact the business and PageGroup as an organization.

The GTS Team Lead will also be required to support any new projects or pieces of work that are initiated from any team in BusTech team and work closely with interdependent business areas on ’Bring into Support’ requirements. Work in collaboration with the other Team Leads to effectively plan and manage the short, medium- and long-term activities and goals. Ongoing input and engagement on additional processes and initiatives will be a requirement.

Other responsibilities will include, but are not limited to:

* Responsible for line Management of the GTS Function Onsite
* Responsible for creating and providing KPI’s, reports and goals.
* Input into weekly team meeting agenda
* Assisting in system upgrades (including testing, training etc)
* Incident and Problem management contributor
* Assisting GTS analysts in providing first line onsite support when workloads are high, accountable for backlog, coordinating the operational and/or where additional experience is required.
* Responsible for running security and quality checks on the business as requested.
* Responsible for ensuring that GTS and the entire team is complying with previously agreed audit controls and measures


* Experience in a very multinational environment (+40 nationalities in the SSC)
* Career opportunities, various well-being activity options, home office expenses

Requisitos mínimos

* Experience with Service ticketing tools (GSD)
* Thorough knowledge of Windows 10, Citrix environment, including networking components, services, and user profiles.
* At least 5 years’ experience working within an IT help desk environment and especially in coordinating onsite teams
* Ability to handle demanding customers in a pressurized environment.
* Ability to motivate team members and drive them to perform.
* Ability to prioritize and multi-task.
* Ability to work independently and as part of a team
* I+D: Capability to inn ovate and develop creative and efficient solutions
* High customer and vendor engagement skills
* Demonstrate strong leadership and organizational skills with attention to detail.
* Continuously look to improve, self-challenging and challenge the team
* Keep proactively updated in corporate IT projects and become a technical expert in managing Page infrastructure (O.S. environments and SW used)
* Knowledge on audio-visual and videoconferencing equipment, as in supporting corporate live events
* Experience coordinating projects such as HW or SW rollouts, asset lifecycle, office moves, etc.
* Interest in creating user guides and engaging customers
* Able to deal with a constantly changing environment and ability to work within a fast-paced business with demanding customers, whilst retaining a focus on excellence and user satisfaction
* Proactively work closely with other IT departments to manage fixes and workarounds
* Able to work well within a local team and global across multiple regions
* Ability to communicate with customers at all levels including Executive Board level
* Excellent communication skills, both verbal and written, with ability to communicate technical issues to nonspecialist audiences at all levels.
* Problem solving and analytical skills.
* ITIL Oriented, ITIL v4 is very positively valued
* Very fluent in English and preferably another language
* Be happy to work independently on allocated tasks, delivering to specific deadlines on agreed tasks, ensuring accuracy and diligence is taken at all times, with accountability for successful completion of work
* Maintain confidentiality in dealing with issues of a sensitive or personal nature.
* Must be a capable listener, highly professional with strong work ethic, with a positive and enthusiastic attitude
* Keep and help in maintaining a clean and tidy work environment, being methodical including when organizing lab and warehouse storage
* Ability to juggle changing priorities and react quickly to identified needs.
* Excellent time management skills and be able to adopt a flexible approach
* Excellent conflict management and decision taking