Purpose of the role:

We’re Indicia Worldwide. We are amongst others a data-led communications agency with global production reach, we create new value at every step of the journey that some of the world’s biggest brands take to market.

Indicia Worldwide is the product of three successful businesses, brought together by our parent company Konica Minolta in 2017. Our vision is to create new value across the remit of marketing for our clients, with a vision to become a disruptive force in marketing communications as an end-to-end solution provider for global brands.

How do we do that?

• By being more efficient – using data, technology and global production capabilities to deliver brands’ messages at scale and speed
• And by being more effective – using data and human insights to create mutually rewarding experiences for consumers and brands.

We’re a global end-to-end marketing agency with more than 700 people, located all over the world. Our clients believe in what we do because our people love solving client problems. We’re agile, flexible and fun to be around too!

Working for Indicia Worldwide is fast-paced, rewarding and thought-provoking. Our people create new value for our clients. It is an inspiring purpose – and Indicia Worldwide people are an inspired bunch!

Check our social feeds for an insight into what it’s like to work at Indicia Worldwide…

In this Team Leader position, you will directly lead the Desktop Support Team based in the London Head Office where you will be overseeing the day-to-day functions of the team directly reporting to the Global IT Manager

This is a varied role which requires you to develop effective working relationships with colleagues within and beyond IT Services and to ensure that a consistent, high-quality service is always delivered by you and your team.

This position requires both proactive and out of the box thinking as well as excellent communication skills brought together with a broad range of IT knowledge to constantly evolve both this role and the team alike to bring effective support and solutions across the team and business.

Key Responsibilities:

• To ensure all team members offer excellent technical resolution strategies and in-depth troubleshooting support so they can increase service excellence through our global business areas at Indicia Worldwide
• Be a point of contact for all technical and internal escalation.
• Be responsible for the implementation and management of effective and timely incident resolution
• Perform routine Problem Management to identify and reduce reoccurring issues and discuss the same with the team.

• Monitor high age tickets within the IT platforms such as ServiceDesk+

• Monitoring of all tickets and alerts throughout the platforms we use to ensure a high level of resolution and uptime.
• Work closely with management to plan and deliver project-based tickets ensuring they are followed up and actioned within the given timeline.
• Plan, test and deliver all tasks and issues in a timely manner

• Ensure the team are routinely following their daily checks ensuring proactive daily insights of such platforms such as “Manage Engine Suite of Apps” are performed so we can be ahead of impending alerts and ahead of the game.
• Look at ways to evolve effective working relationships with clients and key stakeholders.
• Travel to other offices as the IT service directs.
• Other IT related tasks at the Global IT Manager’s requests

• Ensure relevant change requests are actioned and performed as per the process and CAB meeting are always attended either by yourself or a member of the Desktop Support Team.
• Ensure regular structured 121 sessions are scheduled.
• Work with the Global IT Manager to ensure excellent training and development is given to all team members along with the HR review process.
• Be the main point of contact for driving productive weekly team meetings.
• Work closely with Global IT Manager around all aspects of the continuous service improvement plan.

• Writing procedural and/or support documentation and ensuring that the documents are up to date.
• Audit tickets and give feedback to the team in an effective manner.
• Develop a continued service improvement plan on a monthly/quarterly basis to understand areas of improvements.
• Manage the team rota and ensure adequate resourcing and time off are duly controlled with a forward plan for at least three months

• Share Weekly/Monthly dashboards to the teams and management.

Key Experience, Skills and Knowledge:

5+ years IT support experience including team leadership duties

• Excellent Knowledge of Office 365 Technologies including admin portal

• Maintain a clear understanding of team performance and customer experience by monitoring KPI's

• Knowledge of ITIL Process (Incident/Major Incident Management, Problem Management, Change Management, Service Transition, Continual Service Improvement)

• Microsoft Intune and Azure experience desirable

• Willing to learn and embrace new technology.

• Strong organisational skills and

Experience in utilising the ITIL framework in the delivery of IT services is desirable

• Experience of or working with a Globally Managed Service Desks.

• Solid technical background with an ability to resolve technical issues unsupervised.

• Proven and demonstratable work experience in line with the role expectations.

• Meets deadlines and clearly communicates any deviations from the planned timeline.

• Good knowledge of Service Desk tools (Service desk plus, ADM, Desktop central) Jira Confluence.

• Excellent customer-service oriented with a problem-solving attitude.

• Stay abreast of all vendor technologies relevant to our IT platforms

• Excellent written and verbal communications skills.

• Committed to working collaboratively with highly diverse teams, and many different types of people.

KPI’s and Objectives: -

• All desktop support tickets and should be handled within the response time (90% and above)
• Ensure ServiceDesk plus or similar platform tickets are resolved withing the SLA’s ( 90% and above)
• Bring together and encourage greater learning structure within the team ensuring that everyone is fully communicating, proactive, approachable, supportive, and fully always engaged
• Review the SME structure within the team as part of service improvement plan.
• Design and drive new service improvements within weekly strategy sessions – to be reviewed in 3 months.
• Actively improve how the team works alongside all other teams especially the ServiceDesk and IT admin teams.

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.