Digital Workplace Team Lead

We’re looking for a Digital Workplace (DWP) Team Lead to join our team. This position is designed to support the Liberty Global user base and DWP engineering base in the UK and NL offering best-in-class Digital Workplace services. This position offers not just support and technical assistance to customers but also to the DWP engineering team in the UK & NL, who utilize business software, hardware, or other computer systems to perform their role within the business. This position will form an integral part of the internal “face” of IT as well as the point of contact for the DWP engineering team to provide guidance and knowledge transfer to allow the delivery of high-quality services to the business. This role will require the attendance of management meetings to ensure alignment with all DWP and business goals.

Key Accountabilities

• Serve as the first point of contact for DWP engineers seeking technical guidance and direction, ensuring knowledge transfer where needed and appropriate recommendations for training and development for engineers.
• Be a key part of the DWP team to ensure all DWP engineers are performing to agreed standards for the business.
• Build and design processes and solutions that the DWP engineering team will strive to deliver across the business to the same high level of detail as you would yourself.
• Walk the engineering team through the problem-solving process, policies, and standards as set out between yourself and management.
• Manage call, ticket, and mailbox queues within the DWP engineering team to support our SLA’s with the business.
• Provide accurate information on IT products or services, ensuring the DWP engineering team deliver to the same high standards and levels.
• Record events and problems and their resolution in the ticketing system, ensuring the DWP engineering team also deliver to the same level.
• Follow-up and update the management team as and when required on both customer and DWP engineer status and information as you see fit.
• Provide guidance and direction to encourage the DWP engineers to provide any feedback or suggestions to allow the DWP engineers to evolve and enhance their quality of service to the business.
• Provide reports to the management team to analyze common complaints and problems, identify and suggest possible improvements on procedures from both the customer and the DWP engineering team.
• Provide guidance and direction to ensure the DWP engineering team has Personal Development plans that will nurture their growth.

Working Relationships and Team Working

Internal:

• Other members of the LG Technology Department and the DWP team
• Employees of Liberty Global and its subsidiaries
• IT Leadership
• Technical teams (L2/L3) operating in our business
• Executive Leadership Team

External:

• Third party technical support teams under Infosys
• Hardware and software vendors
• Partners, Contractors, and Contingent labour (as required)

Knowledge & Experience

• Previous experience of working in an IT support / Team Lead role
• Previous experience within a customer service role
• Sound understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems
• Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
• Excellent IT skills and computer literacy
• Excellent organizational and collaboration skills
• Outstanding written and verbal communication skills
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
• Strong interpersonal skills and ability to effectively communicate with users across the organization
• Excellent team player and manager

What’s in it for you?

• Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover, and dental insurance
• Matched pension contribution up to 10%
• Access to our car benefit scheme
• Access to our online learning platform to continue to develop and grow your career with us
• The chance to join an innovative, fast-paced and passionate team

Who we are:

We’re building Tomorrow’s Connections Today, bringing people together through the power of our technology. Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures. With our investments in fiber-based and 5G networks, we play a vital role in society, currently providing over 85 million fixed and mobile connections. We’re creating national champions, combining the best broadband and mobile networks. Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands united in the pursuit of innovation and excellence. Liberty Global is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people. If you have any questions about our use of your data or about your privacy rights please contact: Peopleservices@Libertyglobal.com