End User Services Team Leader
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End User Services Team Leader
The End User Service Engineering Function is responsible for ensuring that all business IT used by our colleagues across the business within our office network is fit for purpose and that our JLT colleagues understand how to get the most out of the IT they use on a day to day basis.
The role is based in London and will require occasional travel to other JLT offices primarily in the UK to assist / backfill other EUS Engineer colleagues and participate in a range of projects as required.
Key responsibilities:
The main areas of responsibility for the EUS Team Leader will be to ensure the London based EUS engineering team and tech bar team are running to plan, efficiently, and effectively.
You will provide support and act as an escalation point for the engineers within the team from both a management and technical expertise perspective ensuring the appropriate staffing, processes and procedures are followed.
You will work on a range of end user facing projects as required, working on and including new technology implementations; office moves and large scale software and hardware roll outs across the business.
Business continuity responsibility for relevant area(s).
Ensuring function staffed
Team are aware of correct process and procedures
Drive improvement in actives
Filter change and demand to team
Perform some of the EU engineer roles as required (see below)
Respond to hardware and software break/fix service calls and ensure equipment is fixed within the agreed Service Levels
Adhering to SLAs and updating users on ticket status
Build and maintain relationships with key business and operational stakeholders within the given region/functions.
Operationally responsible for the service of your area(s)
Provide regular reports on performance and achievements to a variety of stakeholders
Conduct service reviews for your area
Participate in Incident Management activities
Work closely with the relevant Service management functional lead to ensure issues are understood and communicated appropriately.
Run lunch and learn / PC clinic sessions to improve communication around IT
Ticket trending and SIP development
Project representation
Own response for CSAT survey
Hardware/Software asset management
Active directory ownership for EUS users / devices
Comply with Group Audit and IT Security requirements.
Evaluating and testing new platforms and software as required
Experience & Education Requirements:
Essential:
Experience as team leader / manager of small team
Extensive technical expertise and experience of providing deployment, support and maintenance for end user devices and software on the following platforms:
o Windows PCs & laptops
o Windows end user software
o End user telephony
Technical expertise in and extensive experience of providing deployment, support and maintenance in the following areas:
o Active directory
o Hardware break fix
o User profiles
Strong customer facing & communication skills
Ability to logically troubleshoot and diagnose problems
Additional Details:
As you would expect from a company like Jardine Lloyd Thompson, we offer highly attractive reward packages. We are aware of how integral our employees are to our progress, so we ensure that everyone shares in that success. Whilst this varies from company to company within Jardine Lloyd Thompson in the UK, typical benefits can include:
Employee share schemes
Flexible Benefit Scheme (called Choices)
Generous holiday entitlement
Pension Plan
Private healthcare scheme
Company Information
Jardine Lloyd Thompson Group plc (JLT) is one of the world's leading providers of insurance, reinsurance and employee benefits related advice, brokerage and associated services. Our client proposition is built upon our deep specialist knowledge, client advocacy, tailored advice and service excellence.
Together, we place our clients first, champion independent thinking and expect to be judged on the results we deliver.
JLT has offices in 40 territories with more than 10600 employees supported by the JLT International Network enabling us to offer risk management and employee benefit solutions in 135 countries.
The JLT business is continuously evolving and Group Information Technology is embarking on an exciting and truly global IT Transformation programme to support our business ambitions. We are improving the way we work and serve clients by investing in the efficiency and effectiveness of our people, systems and processes. Our objective is to remain agile, drive innovation and improve the value we bring to JLT.
We are a global IT organisation made up of around 650 colleagues world-wide.
A large number of our teams are based in the UK - in our London City head office and further offices in Manchester, Birmingham and Bristol. Other teams are based in key regional hubs in the world’s high growth economies, such as Dubai, Hong Kong, Singapore, Sidney and Toronto to better meet the needs of local and multi-national clients and trading partners. We procure, develop, run and manage best-in-class IT solutions and services to support JLT’s business activities.
We place our customers at the heart of all technology we buy or build. We partner with colleagues in the businesses to provide them with the solutions to deliver JLT’s industry leading services to our blue-chip clients.
JLT aims to be an equal opportunities employer and we would like to encourage applications from all the community, irrespective of race, religion, gender, disability, age or sexual orientation.
