About the Role

The IT Team Leader will oversee and support the daily operations of a dynamic IT support team within NBC Universal. This role is ideal for a proactive and solutions-oriented individual looking to take their first step into Leadership. The successful candidate will come with a strong technical background, a passion for supporting users, and a knack for prioritizing and organizing workloads efficiently. The Team Leader will be responsible for managing and mentoring team members, ensuring high standards of support, and fostering a positive, inclusive team culture aligned with the organization’s values. Whilst meeting the goals and objectives of both the department and the organization.

YOUR RESPONSIBILITIES: 

Daily Team Management & Support:

• Oversee day-to-day operations of the IT support team, ensuring effective allocation of resources to meet organizational needs and SLAs.
• Provide real-time support to team members for complex or escalated issues, acting as the primary escalation point for customer inquiries that require additional expertise.
• Regularly review and assign support tickets, managing team workflows to balance efficiency and service quality.
• Monitor team performance, identifying areas for improvement and implementing corrective actions where needed.

Dashboard Creation & Maintenance:

• Develop, maintain, and update real-time dashboards to monitor KPIs, SLAs, and other key metrics.
• Provide insights and analysis on support trends and team performance, and present regular reports to senior management.
• Use data to proactively identify common issues and implement preventative measures to reduce incident volume.

Workload Prioritisation:

• Assess and prioritize tasks based on urgency, business impact, and resource availability, ensuring prompt and efficient resolution.
• Collaborate with other departments, such as Production and Content, to understand their needs and adjust priorities accordingly.
• Ensure that Business as usual and project demands are balanced according to actual business priority.

Team Development & Training:

• Mentor and coach team members, providing regular feedback and promoting skill development.
• Lead onboarding and ongoing training initiatives to ensure all team members are equipped with the knowledge and skills to meet service demands.
• Foster a collaborative and inclusive environment that encourages professional growth and knowledge sharing.
• Balance project opportunities across the team based on development plans and individual skillsets

Customer Experience & Communication:

• Champion a user-centric approach to support, ensuring all interactions are professional, empathetic, and effective.
• Establish and maintain strong working relationships with internal departments, stakeholders, and end-users, providing transparent and consistent updates on support issues.
• Oversee the development and distribution of internal communication regarding updates, outages, and system changes.

Continuous Improvement & Innovation:

• Identify and implement process improvements to streamline support operations and enhance team productivity.
• Stay updated on the latest industry trends, tools, and best practices in IT support, applying relevant insights to optimize team performance.
• Support the IT Manager in strategic initiatives and lead special projects as assigned, such as automating routine tasks and exploring AI-driven support solutions.