EUC Team Lead

Are you ready to play a key role in propelling organisations on their data driven journey? Sword builds foundations across platforms, data, and applications and our people have a shared passion for technology and solving complex business challenges for our customers.
Our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success. Our people and culture are our highest priority in all we do. Measurable feedback is captured annually to ensure we continue to improve and develop our offering.
If these values are important to you, and you are looking to take the next step in your career with an established and growing company, were delighted to share a newly created opportunity to join the Sword team in the role of EUC Team Lead. This is a Lead role, ensuring that the Support Team consistently applies our Service Management processes and procedures, which are in alignment with the ITIL framework, is key to achieving our support service's KPIs while minimizing any negative impact on existing services. This in turn promotes seamless growth.
Furthermore, your role will involve inspiring, developing, and effectively managing our dedicated support team. By doing so, you will drive efficiency and effectiveness in our services, meeting the ever-evolving needs of our organization.
This role is based in Aberdeen, Scotland.
Requirements
Ensure that Support Team applies Service Management processes and procedures which align to the ITIL framework that enable the Support Service to achieve KPIs and allow for efficient growth with little impact to existing services.
Motivate, develop, and manage staff within the Team to ensure efficiency and effectiveness in the services provided.
Monitor and review Incidents and Service Requests to ensure correct processes are followed by the Service Desk, closure within Services Levels.
Identify and raise Problem Records to resolve on- going underlying issues.
Ensure that the support documentation is fully up to date to reduce the duplication of effort and in preparation for periodic audits.
Provide high quality regular reports to illustrate performance against SLAs and monitor trends.
Experience
Have sufficient technical knowledge of the services provided so as to be confident when dealing with the customer and other 3rd parties.
ITIL Foundation Qualified
Experience in the IT industry
Experience in a service Desk and desktop environment including Incident Management, Problem Management and Change Management
Excellent communication skills with all levels of staff within the organisation and customer
Excellent organization skills and an eye for detail
Experience of applying processes and procedures
Experience of managing people in a fast paced environment
Exceptional problem solving skills
Excellent customer service skills
Ability to adapt to different and emerging technologies and systems
Benefits
Our people are supported and encouraged to develop their career with Sword through their own personal learning and development plan, alongside a competitive salary, pension, private health, wellbeing and insurance schemes, a flexible approach to working, and employee assistance programme.
Sword is committed to maintaining a diverse environment and is proud to be an equal opportunities employer. All applicants receive equal consideration for employment regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.
If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.
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