EUC Team Leader

Applicable Limited; Birmingham; On-site; GBP 35,000 - 50,000; Full time

Job summary

Join a rapidly growing service line as a team lead in Birmingham, focusing on EUC support and service delivery. You'll manage day-to-day operations, ensuring high-quality customer service while fostering team productivity and morale. This role offers opportunities for professional growth within an inclusive environment committed to diversity and well-being.

Benefits

Flexible working arrangements

Learning and Development opportunities

Qualifications

• Experience in managing performance and supporting teams.
• Ability to influence and negotiate at various levels.

Responsibilities

• Leading daily team operations and managing performance.
• Providing second-line support for software and hardware issues.
• Ensuring SLA attainment and driving operational improvements.

Skills

Customer-oriented approach

Communication

Analytical skills

Problem-solving

Organizational skills

Tools

Microsoft desktop OS

Job description

The team you'll be working with:

You will be joining this rapidly growing service line responsible for all EUC and Managed Service contracts across all sectors. We cover Service Operations, service desk, AMO, Cloud technology, and legacy ITO. We align with ITIL and are agnostic across our delivery capabilities in core IT, Cloud, service desk, EUC tools, and technologies.

You will join our Modern Workplace team, taking on BAU EUC support activities and acting as the operational day-to-day lead for the Birmingham and London teams. Your responsibilities include providing first-class customer service, being proactive, and driving operational improvements to ensure excellent service delivery.

What you'll be doing:

As a people person, you'll utilize core customer service skills and effective communication to articulate issues and resolutions to stakeholders at all levels.

Supporting your colleagues to maintain high productivity and morale, demonstrating resilience and robustness in service delivery.

The role involves working independently and collaboratively to deliver and improve our customer service.

Key responsibilities:

• Leading the team daily, including managing performance, holiday, and sickness.
• Covering for EUC Managers in escalations.
• Managing on-site teams and Tech Bars.
• Handling installation, moves, and additional services for IT equipment on client sites.
• Providing second-line support for software and hardware issues.
• Re-loading and configuring software applications and images.
• Ensuring SLA attainment across the team.
• Collaborating with all onsite NTT DATA teams as needed.
• Proactively seeking and implementing improvements.
• Adhering to relevant customer and company policies and procedures.
• Willingness to work out of hours when required.

What experience you'll bring:

• Strong knowledge of Microsoft desktop OS (W10/W11).
• Customer-oriented approach with excellent communication and organizational skills.
• Ability to influence and negotiate effectively at various organizational levels.
• Strong analytical, problem-solving, and planning skills.
• Proficiency in creating professional and clear documentation.
• Ability to prioritize, plan, and meet deadlines.
• Previous line management experience or willingness to learn.
• Experience handling demanding customer environments.
• Some AV knowledge is preferable.

Who we are:

We are a global business empowering local teams with exciting work that makes a difference. Our portfolio includes consulting, applications, cloud, and infrastructure services, offering opportunities to work on impactful projects with talented colleagues and clients.

Our inclusive environment promotes mutual respect, accountability, and continuous learning, fostering collaboration, well-being, growth, and diversity. We have various Inclusion Networks, such as Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network, and Parent Network.

For more on Diversity, Equity, and Inclusion, click here: Creating Inclusion Together at NTT DATA UK | NTT DATA

What we'll offer you:

We provide tailored benefits supporting your physical, emotional, and financial well-being. Our Learning and Development team offers ongoing growth opportunities, and we support flexible working arrangements.

Learn more about us at: https://uk.nttdata.com/

We are an equal opportunities employer committed to diversity and inclusion. As a Disability Confident Committed Employer, we guarantee an interview for applicants with disabilities who meet the role's minimum requirements and request reasonable adjustments during recruitment. Join us in building a diverse, empowered team.

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