ITO Team Lead

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; escalate 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 escalate 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.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.