Information Technology Team Manager

At DP World, we are currently recruiting for our UK IT Engineer Team Manager position to manage a small team of level 2.
5 support team members.
The Technical Support Services Team - UK & IRE is responsible for managing a team of second level support team members across various UK locations to support 250 sites with a focus on the full range of standard hardware and software across the business.
The team will provide support for day-to-day activities, new business launches and project activities, as well as dealing with product lifecycle refresh and deployment across the business.

As the key IT Infrastructure team located within the sites, the role will develop relationships with key business contacts in the facilities, developing action lists, priorities and identifying risks and issues to feed back to the broader IT Infrastructure Teams.

You will work closely with the engineering teams to ensure seamless rollout of new solutions and implementation of the standards they define.
Getting involved with scheduling downtime, change implementation, testing and sign off to completion.

Our successful candidate will require a strong focus on maintaining standard support processes to ensure a consistent level of service across the business, creating and building a team structure and cross training to keep a large team fully skilled with the required knowledge.

Location:
Based in Coventry, with 3%5 travel across the UK/Dublin offices, additional travel around Europe may be required.

Hours:
Full-time, 40 hours per week

Contract:
Permanent

About the Role

How you will contribute

Team Leadership

• Manage the on-call scheduling for the Europe support team
• Keep the European TSS manager informed of ongoing team issues
• Ensure that team members submit their travel expenses in a timely fashion
• Ensure that team members are scheduling their vacation, so all entitlements are used in a single calendar year.
  
• Provide training to team members to ensure they are prepared to provide 2nd level support during incidents
• Ensure that all TSS team members are following the change management process
• Ensure that all TSS team members are aware of and following Incident Management process
• Provide semi-annual performance feedback to your team
• Provide resources, as required, to support launches and other IT projects
• Ensure all TSS tickets are closed according to the standing KPIs
• Captures site specific network, server, and end device documentation
• Creates / updates work instructions for new tasks or as the steps for existing tasks are modified
• Ensures all documentation is in the proper format
• Ensures all documentation is stored in the location identified by the TSS Team Lead
• Acts as an escalation point for the on call and provides guidance as required

Support

• Carry out work and implement standards as established by the System and Network Engineering Teams in regard to planning and supporting the plants in the areas of Desktop, WAN, LAN , Servers, and Disaster Recovery
• Provide second level diagnostic support along with the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers

Projects and Launches

• Provides onsite support for new site launches
• Provides onsite support for server / network refreshes
• As required, manage and support business development quoting as it relates to Infrastructure, including providing solutions detail and pricing for review by functional IT managers
• Provide resources and individual support to project teams for critical syncreon projects
• Rollout clear requirements across the team on expectations around site level standards ensuring compliance and reporting issues so they can be tracked and resolved.
  
• Building relationships with site leadership, performing reviews and communicating IT activities and issues happening at their site.
  
• Tracking hardware lifecycle and planning refresh in line with the budget process and business renewal process.
  

What you will bring

QUALIFICATIONS

• A combination of equivalent professional training and certifications combined with a minimum of three years related work experience in a position(s) with increasing responsibility and supervisory duties.
  
• Highly familiar with IT Hardware, operating systems, identity access management and IT security gateways and protocols.
  
• Have awareness of infrastructure technologies; Azure, Virtualisation, Office 365, Windows Server, Active Directory, Web Forwarding Proxying.
  
• Highly organised and able to set priorities.
  Requires the ability to manage multiple, complex projects and engage team members on a technical level.
  
• Ability to deliver projects on time on budget.
  
• Soft skills include relationship and team building, conflict resolution, mentoring, and ability to communicate effectively to other teams, peers, and other organizations.
  
• Requires strong problem-solving skills, good judgment, and risk management to mitigate business risk.
  Having the ability to see the bigger picture.
  
• Required to work with customers on specific targeted objectives.
  
• Strong presentation skills.
  
• Able to incorporate and follow the ITIL framework and methodologies.
  

EXPERIENCE

• Able to lead and motivate team members in an international virtual working environment
• Solid attention to detail and the ability to create and document process and procedures
• Good verbal and written communication skills with internal IT colleagues; business leaders and external audit community.
  
• The ability to work within a very demanding environment and handling stress in a positive manner.
  
• Must be able to maintain a high degree of confidentiality.
  
• Excellent organizational skills.
  
• Ability to handle multiple tasks.
  
• Good problem solver

Compensation

DP World offers exciting and challenging roles within a growing international organization.
We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere.
We offer a market competitive compensation package.

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world.
DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future.

We're rapidly transforming and integrating our businesses - P.