IT Support Team Lead
We’re sourcing a hands-on IT Support Team Lead to join our Blue Zoo IT team. You'll lead our IT support team and make sure everyone in the studio has the tools, kit and help they need. You'll be part problem-solver, part people-leader, and a calm head in a fast-paced environment.
Reporting into the Head of IT, you'll manage the team and oversee the support queue, which comes in through a few different routes (Ticketing Helpdesk, the HR-IT inbox and more), and you'll still roll your sleeves up when things get challenging. Requests here are always evolving and often last-minute, so you'll also take a fresh look at how we work. You'll spot where we can automate the repetitive tasks, streamline our processes and practices, and keep improving them as the studio grows, so the team can keep things running smoothly and effectively.
Day to Day:
Lead, coach and support a team of IT support engineers, establishing clear priorities, rotas, and individual development plans
Oversee the helpdesk and ensuring requests and incidents are handled in a timely manner, and communicated clearly and kindly with the person involved and on the ticket for handover plus routinely report back to line manager key performance indicators such as average ticket response/close times so positive progress can be tracked
Be the escalation point for complex issues, and work with sysadmin and infrastructure colleagues on bigger challenges as well as other technical and non-technical teams such as Pipeline and People & Talent.
Look after workstation setup, rollout, upgrades and maintenance, including high-spec creative workstations
Conduct periodic checks on office equipment and maintain efficient workflow and asset management systems
Oversee the process of onboarding of new joiners, internal movers and offboarding of leavers equipment and accounts, working closely with the support team and People & Talent
Support creative software and pipelines (e.g. Adobe Creative Suite, Toon Boom, Maya, Unreal, Blender, Houdini, Nuke) alongside production and technical teams
Daily checks of monitoring and security systems and seeing these issues through to resolution or escalation the systems team
Support good security practice, including MFA, patching, device encryption and staff awareness
Assistance with resource planning such as ensuring there’s always onsite support in London and remote support for regional offices.
Assistance in capacity planning and procurement and provisioning
Keep our asset inventory, licences and documentation up to date, assisting in where things should be delegated and/or escalated (pipeline, production, etc)
Improve how we work by spotting patterns, fixing root causes, and building simple self-serve guides and processes
Analyse support metrics and complex data to identify patterns, evaluate root causes, and recommend continuous improvements
Oversee and help with studio moves, events and AV set-ups when needed