IT Support Team Lead

About iNIZIO

At Inizio, we're a global team driven by a shared purpose: to reimagine health. Formed in 2022 through the coming together of Ashfield and Huntsworth, we unite decades of experience with cutting-edge capabilities to deliver impactful solutions across the commercialization journey - from discovery to post-launch. Our global network of over 10,000 experts operates across 50 countries, supporting clients with strategic insight, medical excellence, creative engagement, and real-world delivery. We work with the world's leading health and life sciences businesses to solve complex challenges and drive meaningful outcomes for our clients and patients.

What sets Inizio apart is our people - and we believe everyone should have the opportunity to thrive. Here, you're encouraged to reimagine your possibilities: to grow, to be curious and to make real change happen. It's a place where your individuality is valued, your development is supported, and your ambition is celebrated. If you're ready to push boundaries and accelerate your career, Inizio is the best place to be.

About the role

Reporting to the EUC (End User Computing) Manager within our IT Operations function, you will be part of a team of highly technical, exceptionally motivated individuals, dedicated to delivering high quality run-level services across the Company's IT platforms and systems as well as supporting and implementing change efforts for new and upgraded elements of these areas.

You will manage a team of EUC Engineers in the UK, while sharing knowledge, practices and techniques with your colleagues in the other geographies to provide a unified support model.

This role is a fully office-based role in our central London office.

Here's what you'll be doing

• Coordinate and delegate the responsibilities within your teams and oversee the day-to-day functions of the team within the context of your IT function.
• Manage the knowledge and training requirements of team members so that they can be equipped with new knowledge and skills to remain current and optimally manage the systems and processes they are responsible for.
• Motivate your team and maintain a comfortable and conducive working environment.
• Keep abreast of changes in the standards, technologies or methodologies relevant to your team's roles and responsibilities.
• Carry out administrative functions such as task allocation, prioritisation, tracking and reporting.
• Perform operational risk assessment and risk management on an ongoing basis.
• Give direction and guidance as well as coaching and mentoring team members.
• Review team outputs and assignments for accuracy, quality and compliance with security and other policies.
• Operationalise and execute company plans and policies.
• Triage & prioritise incidents as they arise or as reassigned or escalated tickets from other parts of the IT organisation.
• Escalate to appropriate 3rd party and internal partners to resolve incidents.
• Respond and assign resources to monitoring, reporting and performance investigation requests.
• Manage resource requests for projects and BAU activity led by other groups in IT that requires skills and people under your leadership to deliver.
• Measure and report on team performance against Key Performance Indicators (KPIs), compliance with Service Level Agreements (SLAs) & other performance metrics.
• Lead and assist in the onboarding & training of team members.
• Ensure compliance across the team with all internal policies e.g. security, HR etc.
• Be responsible for driving operational process standardisation through implementation of best practices, systems, and policies within your area.
• Comply with and actively follow IT processes for incident, problem and change management.
• Undertake line management for the team with all associated responsibilities.
• Perform other duties as directed.

About you

• Highly Collaborative role in a hybrid, multi-national environment.
• Strong customer service focus with commitment to building professional, responsive and effective relationships to ensure the business objective of the organisation are met and exceeded where possible.
• Ability to lead and guide the efforts of internal and external teams to delivery high quality outcomes.
• Enthusiastic and pro-active approach; fosters collaborative working relationships in all situations.
• Possesses the ability to identify opportunities for process improvement.
• Ensures the delivery of team and personal tasks in a professional and organised way, responsive to priorities.
• Able to work with autonomy.
• Possesses the ability to present issues and recommendations in a clear and concise manner and to engage the right people in the organisation to ensure outcomes are met.
• Able to assimilate large amounts of information quickly and interested in rapid learning.
• Commercially astute and keeps abreast of the changing service delivery models.
• Ability to handle change effectively and deal with ambiguity.
• Ability to solve problems and think creatively – capacity to provide pragmatic solutions and have the drive to see these through to a successful conclusion.
• Strong analytical skills and risk assessment capabilities.

Skills and experience required:

• Motivated individual who works well with others and thinks clearly under pressure.
• Ability to shift priorities quickly, while maintaining organization and control.
• Detailed experience in the technical areas covered by your team highly desirable.
• Experience of using ServiceNow or equivalent Service management Tool highly desirable.
• Experience in the full asset lifecycle for the delivery and support of end user device configuration, provisioning, commissioning, and reverse logistics essential.
• Delivery and maintenance of Office IT facilities including video conferencing suites highly desirable.
• Experience of working with InTune, SCCM is required.
• Experience with Jamf is desirable.
• ITSM/SDM and/or ITIL qualifications desirable.
• An understanding of IT Frameworks (ITIL, Agile) desirable.
• Demonstrated experience of team leading or team management highly desirable.
• Experience in working in Cloud and On-Premise hybrid computing environments desirable.
• Experience working in a shared IT services environment is preferred.
• Experience working for a multinational organization and collaborating with colleagues internationally essential.
• Excellent verbal, written and people skills.
• Ability to work and communicate with various levels within the organization, including members of the senior leadership team.

Our Pledge

At Inizio, we value inclusivity, recognize the power of diversity and inspire the next generation of change-makers. We are an equal opportunities employer. We believe in creating a dynamic work environment that values diversity, equity and inclusion. We aim to recruit from a diverse slate of candidates and foster an environment that provides the right conditions for long-term success. We welcome all applications regardless of race, color, religion or belief, gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation and physical or mental disability.

Artificial Intelligence

Inizio may use AI technologies to support certain aspects of our recruitment process, but all hiring decisions at Inizio are made by our human recruiting team. We are committed to fair, inclusive, and human-led hiring practices.

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