IT Support Team Lead - Awin : Job Details

Purpose of Position

The IT Support Team Lead is responsible for the IT Support function and the management of the IT Support team in their respective headquarters office.

The role will enable you to build upon your existing experience of delivering first class support and allow you to provide guidance to the IT Support team in dealing with outstanding requests and in coordinating service improvement projects.

As a member of the IT Support Team reporting to the Group IT Support Manager, you will be responsible for providing a single point of escalation for outstanding issues and identifying service improvement and process gap areas with the IT Support function.

Key Tasks & Responsibilities

• Lead & Develop the IT Support Team, including Performance Reviews & Career Development.
• Manage & Triage the IT Support Queue, ensuring Team SLAs are Met.
• Identify & Implement Service Improvement Areas within Support.
• Supervise IT Asset Stock Management & Assistant with Local Procurement.
• Act as a Single Point of Escalation for Outstanding Issues.
• Foster a Customer-Focused & Business-Oriented Service Environment.
• Participate in the Project Management of IT Projects.
• Proactively Gather & Utilize Feedback to Enhance the Support Process.
• Participate in a weekly rotation for on-site Support of the Week (SoW), delivering first-line assistance to users and addressing urgent technical issues.

Note: Whilst the above is a guide to general expectations of the role, we expect this position to evolve allowing greater scope to gain both knowledge and experience within the IT world

Skills & Expertise

• Advanced Proficiency in macOS, Windows 11, Microsoft Office 365, Intune, Azure, Jira and other cloud platforms.
• Proven Minimum 3 Years of Experience Mentoring & Supporting Junior Employees.
• Strong Communication & Interpersonal Skills, including Navigating Conflict & High-Pressure Situations Professionally.
• Highly Organized with Exceptional Attention to Detail.
• Excellent Customer Service Skills with a Solution-Oriented Mindset.
• Self-motivated & Proactive with the Ability to Work Independently Following Initial Training.
• Capable of Making Informed Decisions & Taking Accountability for Outcomes.

Our Offer

• Flexi-Week and Work-Life Balance: We prioritise your mental health and wellbeing, offering you a flexible four-day Flexi-Week at full pay and with no reduction to your annual holiday allowance. We also offer a variety of different paid special leaves.
• Remote Working Allowance: You will receive a monthly allowance to cover part of your running costs. In addition, we will support you in setting up your remote workspace appropriately.
• Flexi-Office: We offer an international culture and flexibility through our Flexi-Office and hybrid/remote work possibilities to work across Awin regions
• Development: We’ve built our extensive training suite Awin Academy to cover a wide range of skills that nurture you professionally and personally, with trainings conveniently packaged together to support your overall development.

Established in 2000, Awin is proud of our dynamic, social and inclusive culture.

Like all businesses, we’ve had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life @ Awin’ hub brings our colleagues from across the globe together for various social activities.

Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world’s leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know.

Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.

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