IT Support Lead

Discipline: Technical Support

Location: Cambridge

Employment Type: Permanent

Closing Date: 15 September 2019

Salary: Competitive

IT Support Lead

We’re looking for an IT Support Lead to join our IT Team in Cambridge, UK. You’ll be passionate about providing outstanding IT Support to a growing company of highly technical people who rely on the timely provision and performance of hardware, software and infrastructure to continue to make amazing video games. 

In this newly created role you will lead and empower a team of five IT Support Engineers to provide outstanding, impactful and efficient support to our c.500 staff. Your team will act as the first point of contact for service issues and your analysis and pro-activity will help drive better decisions about service quality. You will work closely with various departments including development, publishing and QA teams to ensure problems are tackled at the source.

Responsibilities

  • Lead and manage others to provide an outstanding IT Support service to Frontier employees, contractors and guests
  • Provide leadership to the team including setting objectives and acting as a coach and mentor at an individual, team and department level
  • Delegate tasks and set deadlines for the team
  • Liaise with various department heads to deliver solutions to the appropriate quality and deadlines
  • Drive results in quality and satisfaction within the IT support department
  • Ensure and improve software licensing compliance
  • Assess, escalate, feedback and communicate issues requiring input from other departments
  • Build and continually improve processes to shape training material.

About You

  • Proven experience and demonstrable success of managing support teams
  • Collaborative approach
  • Confident working in a fast-paced environment and able to react positively to change
  • Ability to implement appropriate SLAs/KPIs
  • Experience using a Ticketing system e.g. ServiceNow
  • Broad knowledge of IT technologies across desktop hardware and software
  • Good knowledge of using, supporting and resolving issues with wide range of PC hardware, software and basic networking
  • Good understanding of Software licensing and governance required to remain compliant
  • Developmental management style to invest in technical/non-technical abilities in the team.

Desirable:

  • Proven experience in implementing and managing IT support using the ITIL Framework
  • ITIL v3 Foundation Certificate
  • Experience working professionally in a fast-paced software development environment
  • Familiarity with technical software solutions from Autodesk, Microsoft, Sophos, etc.

What we can offer you

At Frontier we believe your work should be rewarding in every way. We offer the chance to work on blockbuster franchises and world-leading IP in a studio environment considered one of the best places to work in the UK.

We also offer a range of flexible benefits to our 400+ team, including life assurance, private family healthcare, pension, flexitime working hours, enhanced maternity/paternity package, in-house catering, support with relocation, a Cycle to Work scheme and free bike servicing, regular in-house wellbeing sessions, regular social events, and annual bonus and sharesave schemes for everyone to share in the studio’s success.

We welcome and encourage applications from qualified candidates regardless of sex, race, disability, age, sexual orientation, gender identity, marriage or civil partnership, pregnancy or maternity, religion or belief.

Apply now