Key Responsibilities Lead and manage a small Service Desk team, supporting their development, performance, and technical capability to deliver exceptional IT services.
Act as the primary interface between IT and end users, ensuring outstanding customer service and effective communication across all organisational levels.
Manage and prioritise Service Desk operations, including queue management, incident/request resolution within SLAs, and acting as the first point of escalation.
Provide hands-on 1st and 2nd line support for laptops, iPads, mobile phones, and end-user computing, utilising tools such as Intune for device management and Active Directory for user administration.
Oversee device management (laptops, desktops, peripherals, telephony) and maintain proactive supplier relationships for system servicing and performance.
Produce and review KPI reports, analyse ticket trends, and identify opportunities for operational improvements, user education, automation, and ITIL standards adoption.
Collaborate with IT peers to develop and maintain Service Delivery policies and partner with stakeholders to prioritise initiatives that enhance IT services, including optimising ServiceNow ITSM functionality.
Provide occasional out-of-hours escalation support as required and keep up to date with technology developments to inform continuous improvement. Skills, Knowledge and Expertise Proven experience leading or mentoring a small team within a technical support environment.
Strong background in 1st and 2nd line support for end-user devices, including laptops, iPads, and mobile phones.
Experience with Intune for endpoint management and Active Directory administration.
Solid understanding of end-user computing support and best practices.
Comfortable engaging with stakeholders at all levels, from shop floor to C-suite.
Strong customer service focus, with excellent communication and problem-solving skills.
Experience managing operational KPIs and driving efficiencies within IT support services.
ITIL Foundation qualification (advantageous).
Creative problem-solving mindset, always seeking better outcomes.
Advocacy for collaboration and agile ways of working. Benefits Investing in your career is paramount. We promote professional and personal development through a provision of learning opportunities and work with you to shape your career and realise your full potential.
As part of our high-performing, collaborative team, you'll enjoy a competitive package, including a discretionary bonus scheme, private healthcare, pension plan, life assurance, TEDSgroup childcare benefits, a cycle-to-work scheme, tech scheme, and car scheme.
You will also have access to our state-of-the-art facilities at the AMR Technology Campus, featuring a new on-site gym with fitness, spin and yoga classes, a bistro café, and restaurant. About Aston Martin F1 Embark on a journey with the Aston Martin Aramco Formula One Team to reshape history at our cutting-edge, sustainable campus in Northamptonshire. Combining our rich heritage with innovation, we bring fresh energy to the sport, driven by a commitment to challenge the status quo and dominate the track. With new investment fueling our ambitions, we're seeking talented individuals who share our passion for racing and drive for success. As part of our high-performing, collaborative team, you'll enjoy a competitive package, including a discretionary bonus scheme, private health care, pension plan, life assurance, and benefits like TEDSgroup childcare, cycle-to-work, tech, and car schemes. Plus, you can look forward to an on-site gym with fitness, spin, and yoga classes, as well as a new restaurant offering indoor and outdoor dining.
We are a business that fosters a supportive, inclusive, and compassionate culture, where our team genuinely embodies our core values: Growth, Readiness, Empowerment, Excellence, and Nurturing.
Aston Martin Formula One Team is committed to attracting, recruiting, and retaining the most talented individuals, regardless of age, disability, gender identity, gender expression, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion, belief, sex or sexual orientation. We strive to be a Team that reflects all the communities with which we engage around the world through diversity in the workplace and promoting an inclusive culture in which all team members are respected, empowered and valued.
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