IT Support Team Lead

About Inizio

Inizio is a global organization born in 2022 through the merger of Ashfield and Huntsworth, bringing together extensive experience and advanced capabilities to support health and life sciences businesses worldwide. Operating across 50 countries with over 10,000 experts, Inizio delivers strategic, medical, creative, and operational solutions across the commercialization process from discovery through post-launch. The company fosters a culture that values individuality, encourages curiosity, and supports career growth, aiming to make a significant impact for its clients and patients.

Role Overview

Reporting directly to the EUC (End User Computing) Manager within IT Operations, this role involves leading a team of EUC Engineers based in the UK. The position requires managing daily activities, knowledge sharing across regions to enable a consistent support model, and delivering high-quality IT platform services. This is a fully office-based role located at the central London office.

Primary Responsibilities

• Organize and delegate daily tasks for your team aligned with IT operational goals.
• Manage ongoing training and knowledge development to keep team members updated on relevant skills and systems.
• Provide motivation and maintain a positive, productive work environment.
• Stay informed on industry standards, technologies, and procedures impacting the team's work.
• Conduct administrative duties including task assignment, prioritizing work, monitoring progress, and reporting outcomes.
• Continuously assess and manage operational risks.
• Offer guidance, coaching, and mentoring to team members.
• Review team outputs for quality, accuracy, and compliance with security and internal policies.
• Implement company strategies and policies within the team.
• Prioritize, triage, and resolve IT incidents or escalate as needed to third parties or partners.
• Coordinate responses to monitoring, reporting, and performance investigations.
• Manage resource allocation for both project and routine IT activities involving your team.
• Track and report on team performance against KPIs, SLAs, and other metrics.
• Lead onboarding and training of new team members.
• Ensure team adherence to internal policies including security and human resources.
• Drive process standardization by adopting best practices and policies within your domain.
• Follow IT service management protocols for incident, problem, and change management.
• Oversee line management responsibilities for the team.
• Perform additional duties as required.

Candidate Profile

• A collaborative leader in a multinational, hybrid working environment.
• Strong commitment to customer service, building effective professional relationships aligned with business objectives.
• Capabilities to direct and guide internal and external teams for quality delivery.
• Proactive, enthusiastic approach promoting collaboration.
• Identifies opportunities for process efficiency improvements.
• Organized and professional approach to task completion with responsiveness to changing priorities.
• Ability to work independently and handle ambiguity.
• Skilled at presenting issues and recommendations clearly and engaging relevant stakeholders.
• Rapid learner comfortable with assimilating large volumes of information.
• Commercial awareness regarding evolving IT service delivery.
• Creative problem-solving skills with the drive to deliver pragmatic solutions.
• Strong analytical and risk assessment abilities.

Required Skills and Experience

• Self-motivated team player able to maintain composure under pressure.
• Flexibility to reprioritize tasks while maintaining control and order.
• In-depth knowledge of technical areas overseen by the team is highly preferred.
• Experience with ServiceNow or similar service management tools is advantageous.
• Expertise across the full asset management lifecycle including device configuration, provisioning, commissioning, and reverse logistics is essential.
• Experience managing office IT facilities including video conferencing systems is a plus.
• Proficient with InTune and SCCM management tools.
• Familiarity with Jamf is beneficial.
• Qualifications in ITSM, SDM, or ITIL frameworks are preferred.
• Understanding of IT frameworks such as ITIL and Agile is desirable.
• Demonstrated team leadership or management experience is advantageous.
• Experience in hybrid cloud and on-premises IT environments is beneficial.
• Background working in shared IT services is preferred.
• Experience in a multinational context with collaborative work across countries is essential.
• Excellent communication and interpersonal skills, capable of engaging with all organizational levels including senior leaders.

Company Commitment

Inizio champions diversity, equity, and inclusion, aiming to recruit candidates from varied backgrounds and providing an environment conducive to long-term success. The company is an equal opportunity employer welcoming applications from all regardless of age, gender, ethnicity, disability, or background. AI may assist in some recruitment process aspects, but all hiring decisions are made by human recruiters ensuring fairness and inclusivity. Candidates who do not meet every qualification but are excited by the role are encouraged to apply, reflecting Inizio's inclusive culture.