Support Team Leader

Colas Ltd; Coleshill Heath; Hybrid; GBP 37,000 - 40,000; Full time

Job summary

A leading construction services provider in the UK seeks an experienced IT Support Team Leader to manage and support IT services across various locations. This role includes leading a technical support team, enhancing service delivery, and ensuring seamless IT operations. Ideal candidates will possess technical support experience and knowledge of ITIL and Office 365 tools. Salary offered is between £37,000 - £40,000 per annum with a comprehensive benefits package.

Benefits

Up to 10% combined pension contributions

Life assurance scheme x4 basic salary

25 days annual leave + public holidays

Holiday purchase & selling scheme

Opportunities for professional qualification funding

Personal/professional development opportunities

Discounts through employee benefits portal

Qualifications

• Proven technical experience in a support role.
• Experience with on-premise and cloud/SaaS IT systems.
• Flexible and dynamic problem-solving skills.

Responsibilities

• Lead the First Line Technical Support team.
• Ensure best in class support is provided.
• Act as the escalation point for technical issues.
• Provide Service Desk cover when necessary.
• Use analytics tools to improve service delivery.

Skills

Technical experience in support

Knowledge of ITIL framework

Proficient in Office 365 tools

Ability to design solutions

Experience with PowerBi

Asset management experience

Job description

Colas Ltd are a UK subsidiary of the global Colas Group, which operates in over 50 countries worldwide and employs over 55,000 people including over 1500 in the UK across multiple sites. We are specialists in highways construction and have been involved in large scale UK and international construction projects within the highways, airfields and marine sectors as well as offering highways maintenance services and manufacturing our own innovative surfacing products. We hold a ‘Gold Investor in People’ award for continuously developing and rewarding our employees, offering excellent career potential.

Purpose of the Role

The IT Support Team Leader is responsible for providing day-to-day support for the company’s IT systems and its users, as well as leading the First Line Support team. The position includes regular UK-wide site visits to support team operations and ensure IT services run smoothly across multiple locations.

Main Responsibilities

• Lead the First Line Technical Support team for Colas UK ITSS
• Ensure best in class support service and response is provided to the business aligned to the needs of the business
• For all technical issues, act as the escalation point and carry out vetting / triaging prior to escalation to L2
• Be the single point of contact and provide escalated technical assistance to VIP users
• Provide Service Desk cover where necessary
• Work closely with the technical support manager where necessary to provide seamless escalation of calls between first and second line
• Use Analytics and AI tools to improve service delivery and efficiency
• Use PowerBi to automate team statistics to drive efficiency and improvements
• Assist with all service-related investigations for Colas UK ITSS
• Assist with Business Continuity Testing
• Action Mobile Roaming requests
• Support the first line team with IT Orders
• Support the first line team with day to day questions and operations, including Technical Incidents
• Documentation and regular updating of Project updates, procedures, processes and change management
• Proactively issue communications of cyber awareness, unplanned and planned outages, notices to all customers who are impacted and keep relevant group informed until the matter is resolved
• Create, own and maintain support‑related processes and policies
• Collaborate with the Technical Support manager to keep support related topics updated on the UKITSS Intranet and regularly interact with Colas Ltd and Colas Rail VIPs, internal and external customers, CDS and client IT teams
• Interface with Colas Ltd and Colas Rail VIPs, internal and external customers, CDS, and client IT teams

Ideal Candidate

The ideal candidate will have proven technical experience in a technical support role with experience in supporting on‑premise and cloud and SaaS based IT systems.

You will be a team player with a flexible and dynamic approach to solving problems and designing solutions. You will be experienced with asset management and call logging systems with a knowledge on the ITIL framework, Office 365 tools such as Teams and creation of PowerBi reports would also be advantageous.

Package Description

Here at Colas, we offer a great total compensation package, including a salary of £37,000 - £40,000pa

• Our Colas Pension Scheme has combined contributions of up to 10%
• Life Assurance Scheme which is x4 basic salary
• 25 days annual leave per year + Public Holidays
• Holiday Purchase & Selling Scheme
• Hybrid Working Scheme (dependent on the role)
• Opportunities to study towards a fully funded Professional Qualification
• Ongoing personal / professional development
• Discounts on car leasing, holidays, cinema tickets, restaurants and much more through our online employee benefits portal