Team Lead, IT Support

Your Role:

The Lead Technician, IT Corporate Services, is responsible for ensuring that the IT Corporate Services team member’s deliver IT services to our end users according to identified objectives and agreed service levels. The Lead Technician, IT Corporate Services, will need to have a strong customer service ethos, and be capable of interacting with both users and management to drive customer focused technical support to the Digital Realty end user in the support of IT services including workstations, laptops, operating systems, applications, software, hardware, and peripherals. The incumbent must be detail oriented, capable of leading a global team of technicians delivering technical solutions, exhibit critical thinking and problem analysis, and communicate professionally in a timely manner with the ability to adapt in a constantly evolving environment and learn new skills quickly.

What you’ll need:

• A Bachelor’s degree in Computer Science or related degree preferred, or a combination of education, training, and work experience
• Minimum 8 years’ experience in increasingly complex roles supporting end users
• Proven leadership experience with outstanding interpersonal and communication (written & oral) skills
• ITIL Foundation V3 Certification preferred with experience implementing IT service operations processes: incident management, problem management, request fulfilment, access management, and related IT Service Management tooling within ServiceNow
• Experience in working with managed service providers for IT operations support
• Subject Matter Expert in the delivery of desktop systems and applications
• Vendor Management – professional Services, cloud services, hardware and software, vendor/product scorecard, QBR
• Asset Management – Lifecycle maintenance of workstation inventory including tracking the status of IT assets for end user including laptops, desktops, and all peripherals. Create inventory reports upon request. Refresh laptops and desktops that become out of warranty.
• Experience managing the delivery of desktop services including Win10 OSD management and the support of the desktop application and security stack
• Experience with vendor management
• Experience managing licensing agreements, e.g., MS EA, Adobe, Autodesk
• Demonstrated experience in working within a global organization

A bit about our Digital team

Our IT team is at the heart of our business. We develop infrastructures, design and build networks, support servers and provide the first line of support by delivering rich connectivity for our customers. With new data centers coming online all the time, it’s a rapidly changing technical environment so our team is always ready to innovate and take the lead on projects. We constantly develop, deploy and support vital networks and data services that drive business performance and improve life for customers around the globe.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

This is an exciting time to join our business so apply now and make your mark on our future.