IT Support Team Leader

Job Description

COSTAR GROUP – IT SUPPORT TEAM LEADER - IT - LONDON

OVERVIEW

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.  Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. 

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers.  We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors.  We continue that effort today and are always working to improve and drive innovation.  This is how we deliver for our customers, our employees, and investors.  By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate. 

CoStar is the global leader in commercial real estate information, analytics and news. Commercial Real Estate industry professionals around the globe use CoStar to access the most comprehensive data to make decisions with confidence. CoStar delivers immediate, verified commercial real estate information on over 5.9 million properties across every market.  

Learn more about CoStar. 

ROLE DESCRIPTION

We are looking for an experienced IT Support Technical Team Lead to join our team. In this role, you will help manage the productivity of CoStar Group employees by being the main escalation point of contact for information and problem resolution. This is accomplished by possessing a proven track record of managing a technical team to successfully maintain staffing levels, training and certification requirements, problem management and resolution processes and customer satisfaction via SLA and employee management. Great customer service should be your motto by being a self-starter, problem solver and excellent communicator. You can juggle multiple projects each urgent and competing for your time. 

This position is located in London, UK and offers a schedule of 4 days in office and 1 day remote.

RESPONSIBILITIES

• Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.

• As a Player/Coach, provide guidance, assistance, coordination and follow up on client questions and problems or malfunctions of all systems applications, hardware and software installed and maintained by the company.

• Participate in establishing telephone support rotations providing support to employees in offices across the US via remote assistance tools.

• Document problems and solutions in the internal knowledge base.

• Inform upper management of potential problems and identifies problem trends.

• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.

• Provide data and reporting of KPI’s and trends to management as needed. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). 

• Analysis of business unit metrics to seek improvements in efficiency and productivity. 

• Any other duties and special projects as assigned

QUALIFICATIONS

• Bachelor’s Degree required from an accredited, not for profit university or college.  

• A track record of commitment to prior employers 

• Management experience.

• Experience in corporate IT or Service Desk.

• Experience supporting Windows 10/11 workstations, Macs, Active Directory, Microsoft Office Suite and Windows File Permissions.

• O365 Admin experience

• Experience supporting mobile devices such as iPads, iPhones, etc.

WHAT’S IN IT FOR YOU?

Working at CoStar Group means you’ll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in iconic buildings the Shard and BlueFin. Other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay and much more!

At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions and beliefs.

However, we particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are underrepresented throughout the commercial real estate industry.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing

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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing