ITO Team Lead - secure on-site Hampshire

DXC Technology; Farnborough; On-site; GBP 70,000 - 100,000; Full time

Job summary

DXC Technology in the United Kingdom seeks an ITO Team Lead to provide technical and people leadership across DXC-managed environments. You will oversee L2/L3 escalations, manage P1/P2 responses, and drive permanent fixes through CSI and problem management, while coordinating with governance and service reviews.

You will lead the team in cross‑tower troubleshooting, change coordination, and secure builds, ensuring SLAs are met and knowledge is transferred during transitions.

Qualifications

• 5+ years hands-on infrastructure experience across Windows Server, Linux, VMware/Hyper‑V, storage/backup, AD and database touchpoints.
• Proven leadership in managed services or IT outsourcing with mentoring and performance management.
• Strong incident management experience including cross-domain triage and stakeholder communication.

Responsibilities

• Allocate work by skill, capacity and priority; ensure shift/on-call cover.
• Track SLAs/KPIs; elevate capacity and staffing risks to the SDM.
• Forecast infrastructure needs from utilisation; maintain configuration control.
• Analyse incidents, SLAs and recurring issues to improve services.
• Drive lasting fixes, current guidance, incident reviews and team-led efficiencies.
• Lead daily customer liaison, reviews and escalations; report transparently.
• Review changes for CAB; ensure approved windows and rollback plans.
• Coordinate transitions; confirm readiness and knowledge transfer before go-live.
• Verify recovery procedures and transition records meet testing standards.
• Oversee secure builds, patching and maintenance within approved timelines.

Skills

IT ops leadership

P1/P2 incident mgmt

Cross-tower troubleshooting

ITIL processes

Security clearance

PowerShell scripting

Backup recovery

Vendor management

Stakeholder comms

Job description

Job Description:

ITO Team Lead – Job Description Role Summary Due to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations. Please note this role will require on-site attendance 5 days a week. The ITO Team Lead provides technical and people leadership for infrastructure operations across DXC-managed customer environments, managing team development, performance, workloads and contractual SLAs. They oversee cross-platform L2/L3 escalations, lead P1/P2 incident response and drive permanent fixes through problem management. They represent the team in customer engagements, service reviews and governance, aligning technical delivery with service management.

Key Responsibilities

• Allocate work by skill, capacity and priority; ensure shift/on-call cover.
• Track SLAs/KPIs; elevate capacity and staffing risks to the SDM.
• Forecast infrastructure needs from utilisation; maintain configuration control.
• Analyse incidents, SLAs and recurring issues to improve services.
• Drive lasting fixes, current guidance, incident reviews and team-led efficiencies.
• Lead daily customer liaison, reviews and escalations; report transparently.
• Resolve cross-tower dependencies; share impacts and build stakeholder trust.
• Review changes for CAB; ensure approved windows and rollback plans.
• Coordinate transitions; confirm readiness and knowledge transfer before go‑live.
• Verify recovery procedures and transition records meet testing standards.
• Oversee secure builds, patching and maintenance within approved timelines.
• Develop and approve automation; ensure team resources and elevate gaps.
• Meet cross‑platform SLAs; manage queues, workloads and hands‑on support.
• Own L2 escalations; diagnose root causes across infrastructure platforms.
• Lead P1/P2 triage, telemetry, rollback, liaison and lasting fixes across towers.
• Maintain complete, accurate change, incident, CMDB and access audit records.
• Coach staff through regular one‑to‑ones, service goals and feedback.
• Address skill and performance gaps early; agree training with the SDM.
• Build teamwork and accountability; onboard staff to tools and requirements.

Required Skills & Experience

Essential IT Operations Experience.

5+ years’ hands‑on infrastructure experience across Windows Server, Linux, VMware/Hyper‑V, storage/backup, AD and database touchpoints.

Leadership & People Management.

Proven technical team leadership in managed services or IT outsourcing, covering mentoring, objectives, one‑to‑ones, performance and morale.

Incident & Major Incident Management.

Strong incident management experience, including P1/P2 technical leadership across cross‑domain triage, telemetry, isolation, rollback and stakeholder communication.

Cross‑Tower Troubleshooting.

Effective L2 escalation, root‑cause diagnosis and resolution across Wintel, virtualisation, storage, network, AD and databases.

SLA & Service Quality Management.

Proven SLA/KPI delivery through queue, incident‑ageing and compliance monitoring, with corrective action.

Change Coordination.

ITIL‑aligned oversight of standard, minor and emergency changes, including technical/risk reviews, maintenance windows and rollback plans.

ITIL Practices.

Strong knowledge and operational application of Incident, Problem, Change, Configuration and Service Level Management.

Problem Management.

Experience recording recurring problems, facilitating root‑cause analysis and securing permanent fixes to prevent repeat failures.

Customer Engagement.

Confident, professional representation in reviews, governance and escalations, translating technical issues into business terms and managing expectations.

Documentation & Audit.

Accurate runbooks, SOPs, diagrams, CMDB records and audit evidence supporting continuity, compliance and knowledge transfer.

Workload Management.

Skill‑ and capacity‑based workload planning, ensuring service‑window coverage through shifts and on‑call rotas.

Security Clearance.

DV Clearance required.

Desired Certifications.

ITIL 4 Foundation or higher. Microsoft, VMware, or storage vendor certifications that validate technical breadth across the infrastructure domain.

Continuous Service Improvement.

Experience leading or contributing to CSI initiatives — identifying improvement opportunities from operational data, implementing changes, and measuring outcomes.

Scripting & Automation.

Familiarity with PowerShell or other scripting languages for operational automation, and the ability to review and approve scripts developed by team members.

Backup & Recovery.

Experience with enterprise backup solutions (Veeam, Commvault, or similar) and an understanding of backup architecture, failover validation, and disaster recovery procedures.

Database Awareness.

Working awareness of database platforms (SQL Server, Oracle, or similar) sufficient to coordinate with database administrators and troubleshoot cross‑domain issues involving database dependencies.

Monitoring Tools.

Familiarity with enterprise monitoring platforms such as SCOM, SolarWinds, Dynatrace, or similar, and the ability to interpret dashboards and alerts for proactive service management.

Compliance & Governance.

Awareness of regulatory frameworks such as ISO 27001, Cyber Essentials, and NIST, and their impact on operational processes and audit requirements.

Vendor Management.

Experience coordinating with third‑party vendors and suppliers for escalation, licensing, and support during incidents and changes.

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DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry‑Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.