TechEx Team Leader

ABOUT THE ROLE: The TechEx Team Leader will oversee and support the daily operations of a dynamic IT support team within NBC Universal. This role is ideal for a proactive and solutions-oriented individual looking to take their first step into Leadership. The successful candidate will come with a strong technical background, a passion for supporting users, and a knack for prioritizing and organizing workloads efficiently. The Team Leader will be responsible for managing and mentoring team members, ensuring high standards of support, and fostering a positive, inclusive team culture aligned with the organization’s values. Whilst meeting the goals and objectives of both the department and the organization. YOUR RESPONSIBILITIES:  Daily Team Management & Support: Oversee day-to-day operations of the IT support team, ensuring effective allocation of resources to meet organizational needs and SLAs. Provide real-time support to team members for complex or escalated issues, acting as the primary escalation point for customer inquiries that require additional expertise. Regularly review and assign support tickets, managing team workflows to balance efficiency and service quality. Monitor team performance, identifying areas for improvement and implementing corrective actions where needed. Dashboard Creation & Maintenance: Develop, maintain, and update real-time dashboards to monitor KPIs, SLAs, and other key metrics. Provide insights and analysis on support trends and team performance, and present regular reports to senior management. Use data to proactively identify common issues and implement preventative measures to reduce incident volume. Workload Prioritization: Assess and prioritize tasks based on urgency, business impact, and resource availability, ensuring prompt and efficient resolution. Collaborate with other departments, such as Production and Content, to understand their needs and adjust priorities accordingly. Ensure that Business as usual and project demands are balanced according to actual business priority. Team Development & Training: Mentor and coach team members, providing regular feedback and promoting skill development. Lead onboarding and ongoing training initiatives to ensure all team members are equipped with the knowledge and skills to meet service demands. Foster a collaborative and inclusive environment that encourages professional growth and knowledge sharing. Balance project opportunities across the team based on development plans and individual skillsets Customer Experience & Communication: Champion a user-centric approach to support, ensuring all interactions are professional, empathetic, and effective. Establish and maintain strong working relationships with internal departments, stakeholders, and end-users, providing transparent and consistent updates on support issues. Oversee the development and distribution of internal communication regarding updates, outages, and system changes. Continuous Improvement & Innovation: Identify and implement process improvements to streamline support operations and enhance team productivity. Stay updated on the latest industry trends, tools, and best practices in IT support, applying relevant insights to optimize team performance. Support the IT Manager in strategic initiatives and lead special projects as assigned, such as automating routine tasks and exploring AI-driven support solutions.