IT Support Team Lead

Job description

About iNIZIO At Inizio, we're a global team driven by a shared purpose: to reimagine health. Formed in 2022 through the coming together of Ashfield and Huntsworth, we unite decades of experience with cutting-edge capabilities to deliver impactful solutions across the commercialization journey - from discovery to post-launch. Our global network of over 10,000 experts operates across 50 countries, supporting clients with strategic insight, medical excellence, creative engagement, and real-world delivery. We work with the world's leading health and life sciences businesses to solve complex challenges and drive meaningful outcomes for our clients and patients. What sets Inizio apart is our people - and we believe everyone should have the opportunity to thrive. Here, you're encouraged to reimagine your possibilities: to grow, to be curious and to make real change happen. It's a place where your individuality is valued, your development is supported, and your ambition is celebrated. If you're ready to push boundaries and accelerate your career, Inizio is the best place to be. About the role Reporting to the EUC (End User Computing) Manager within our IT Operations function, you will be part of a team of highly technical, exceptionally motivated individuals, dedicated to delivering high quality run-level services across the Company's IT platforms and systems as well as supporting and implementing change efforts for new and upgraded elements of these areas. You will manage a team of EUC Engineers in the UK, while sharing knowledge, practices and techniques with your colleagues in the other geographies to provide a unified support model. This role is a fully office-based role in our central London office. Here's what you'll be doing Coordinate and delegate the responsibilities within your teams and oversee the day-to-day functions of the team within the context of your IT function. Manage the knowledge and training requirements of team members so that they can be equipped with new knowledge and skills to remain current and optimally manage the systems and processes they are responsible for. Motivate your team and maintain a comfortable and conducive working environment. Keep abreast of changes in the standards, technologies or methodologies relevant to your team's roles and responsibilities. Carry out administrative functions such as task allocation, prioritisation, tracking and reporting. Perform operational risk assessment and risk management on an ongoing basis. Give direction and guidance as well as coaching and mentoring team members. Review team outputs and assignments for accuracy, quality and compliance with security and other policies. Operationalise and execute company plans and policies. Triage & prioritise incidents as they arise or as reassigned or escalated tickets from other parts of the IT organisation. Escalate to appropriate 3rd party and internal partners to resolve incidents. Respond and assign resources to monitoring, reporting and performance investigation requests. Manage resource requests for projects and BAU activity led by other groups in IT that requires skills and people under your leadership to deliver. Measure and report on team performance against Key Performance Indicators (KPIs), compliance with Service Level Agreements (SLAs) & other performance metrics. Lead and assist in the onboarding & training of team members. Ensure compliance across the team with all internal policies e.g. security, HR etc. Be responsible for driving operational process standardisation through implementation of best practices, systems, and policies within your area. Comply with and actively follow IT processes for incident, problem and change management. Undertake line management for the team with all associated responsibilities. Perform other duties as directed. About you Highly Collaborative role in a hybrid, multi-national environment. Strong customer service focus with commitment to building professional, responsive and effective relationships to ensure the business objective of the organisation are m