IT Team Lead – Desktop Services Full Time

Recruiter contact: Alice Roostan

Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.

We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.

Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee-owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued. Whatever your ambition, Mott MacDonald is where people come to be brilliant.
About The business unit 
Mott MacDonald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach. 

Overview Of The Role
The Desktop Services Team Lead will play a pivotal role in ensuring that our Desktop Services employees are fully focused on maintaining high level customer service while adhering to Mott MacDonald’s policies and procedures.

Working closely with IT Operations Centre Management, the Desktop Services Team lead will oversee the day-to-day operation of the 2nd line IT Support Service.

Key duties and responsibilities include:

• Manage and monitor operational activities covering OLAs, SLTs in line with our KPI’s
• Maintain our high levels of customer service experience whilst liaising with other delivery teams
• Effectively manage communications for high impact incidents and escalate as required
• Develop the skills and knowledge of the Desktop Services Analyst, through quarterly connected conversations and monthly 1:1 meetings
• Support the MI managements process and disaster recovery operations to ensure early resolution and closure by working in coordination with various teams and leads
• Manage quality audits, coordinate induction training, performance improvement plans
• Maintain, contribute and develop the content in the service desk SharePoint site to evolve and deliver improved services to the customer and the business
• Ensure compliance to incident, request management process, timely resolution, closure, working in coordination with various teams and leads
• Manage support staff per shift to deliver effective support, managing & monitoring shift roster, assign short term work schedules for timely completion

Candidate specification
Essential:

• Knowledge of basic software, networking, and hosting concepts
• Working knowledge of active directory, O365, MS Outlook, MS Exchange and Teams
• Demonstrated problem solving skills
• Knowledge of people management
• Knowledge of ITIL Service Management best practices
• High level knowledge of endpoint hardware, networking and hosting concepts
• Exceptional written and verbal communication skills
• Previous experience working in a corporate IT team
• Experience in working in a fast-paced organisation

Desirable:

• Experience in a team lead role, ideally in service delivery / operations / end point computing support
• Graduate or equivalent qualification ideally in an IT related discipline
• Experience of working for a global organisation
• ITIL V3/V4/V5 foundation certification

Personal attributes:

• Passionate about technology and learning
• Ability to balance demands and priorities and think clearly under pressure
• Attention to detail and a focus on quality
• Excellent conflict resolution, communication, and collaboration skills
• Logical and analytical approach to solving problems

UK Immigration
Mott MacDonald Ltd. are not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. This decision is as a consequence of the changes made to the Skilled Worker route by the UK Government in April 2024. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK, that do not require sponsorship as a Skilled Worker now or in future.

Agile working
At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team, and personal commitments. We offer a hybrid working policy that embraces your well-being, flexibility, and trust.

Equality, diversity, and inclusion
We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.

Accessibility
We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at reasonable.adjustments@mottmac.com and we will talk to you about how we can support you.

We offer some fantastic benefits including:
Financial wellbeing

• We match employee pension contributions between 4.5% and 7%.
• Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary.
• Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long-term illness or injury.
• Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing.
• As an independently owned business we share the financial success of the business with all our colleagues in various ways including annual bonus schemes.

Employee Ownership

• Our employee ownership model means no external investors, just us, creating a culture of shared success.
• Our employees have a stake and a voice in our business, giving them a direct connection to our success through our personal and group performance bonuses.
• As your career grows, so does your stake, recognising your long-term impact and contribution.
• Your voice matters, with the opportunity to connect directly with senior leadership through formal channels to help shape our future.
• For our senior roles you will have a direct pathway towards ownership from day one.

Health and wellbeing

• Private medical insurance for all UK colleagues.
• Health cash plan to support you with every day health costs and treatments.
• Access to Peppy, providing free support from menopause experts for all UK colleagues.
• A variety of wellbeing support is available through our comprehensive wellbeing program, including access for you and your family.
• Ability to flex your salary to opt into a wide range of health benefits, many of which can be extended to your family too.

Lifestyle

• A minimum of 33-35 days holiday each year, inclusive of public holidays and dependent on level, with the ability to buy or sell leave through our flexible benefits programme.
• Holiday entitlement increased to a minimum of 35 days after 5 years’ service.
• Variety of employee saving schemes and discounts from high-street retailers.

Enhanced family and carers leave

• Enhanced family leave policies, including 26 weeks paid maternity and adoption leave, and two weeks paid paternity/partner leave.
• Our shared parental leave matches maternity leave meaning we pay up to 24 weeks at full pay.
• Up to five additional days leave are provided for those with significant caring responsibilities, two of which are paid.

Learning and development

• Primary annual professional institution subscription.
• A broad range of opportunities to enhance both technical and soft skills through mentoring, formal training, and self-development options.

Networks, communities, and social outcomes

• Join a wide range of groups including our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability, and parents/carers communities.
• Make a difference within our communities through our social outcomes.

Apply now, or for more information about our application process, click here.

Location(s):

Newcastle Upon Tyne, GB

Contract Type: Permanent

Work Pattern: Full Time

Market: Various

Discipline: Information technology

Job Ref: 14242

Recruiter Contact: Laura Kennedy