Tower Lead (Support & Operations)

Job Summary

We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL. 

Primary responsibilities are:

• Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)
• Oversee the Other EUC Activities  ( Application Packaging, OS Build, Software Distribution)
• Customer Relationship Management
• SLA Management including Incident and Requests
• Regular reviews with Customer, Vendors & Internal HCL Stakeholders
• Provide leadership to the LSM Team including coaching as required
• Reporting and MIS
• Oversee Projects

Skills, Experience and Qualification Required 

Business Skills:

• Understanding of EUC and related technologies
• Ability to interact with customers to ensure that the service is polite, efficient and responsive
• To work through issues analytically to a successful conclusion
• Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients
• Ability to understand best practices internally/externally on EUC related activities.
• Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L etc.

Personal Skills

• Strong customer service skills
• Must be detail oriented and self-motivating
• Strong Written and Verbal Communication Skills at senior level,
• Relationship Management – internal and external customers, Flexibility, Presentation Skills and  Team Skills
• Flexibility with respect to time – client deliverables need to be met with a Can do attitude
• Excellent problem solving / quantitative/ analytical skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Must be detail oriented and self-motivating
• Ability to motivate people and teams,
• Ability to write business cases and justification documents, Ability to manage multiple work streams
• Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients

Technical Skills:

• Understanding  End User  IT infrastructure
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc

Minimum Qualification and Experience

• 10 years End user computing experience, with at least 8 years  in a management role  leading a team
• Minimum 5 Years working in DWP Management Role
• Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
• Must have at least one or more core digital workplace technology background with hands on experience  ( WPE,UCC, UMC)
• ITIL professional will be preferred
• Ideal candidate would have project management experience (new Project onboarding , transition &  migration projects)
• Ideal candidate would be expected to have a 10-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment

Key Responsibilities

We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL. 

Primary responsibilities are:

• Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)
• Oversee the Other EUC Activities  ( Application Packaging, OS Build, Software Distribution)
• Customer Relationship Management
• SLA Management including Incident and Requests
• Regular reviews with Customer, Vendors & Internal HCL Stakeholders
• Provide leadership to the LSM Team including coaching as required
• Reporting and MIS
• Oversee Projects

Skills, Experience and Qualification Required 

Business Skills:

• Understanding of EUC and related technologies
• Ability to interact with customers to ensure that the service is polite, efficient and responsive
• To work through issues analytically to a successful conclusion
• Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients
• Ability to understand best practices internally/externally on EUC related activities.
• Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L etc.

Personal Skills

• Strong customer service skills
• Must be detail oriented and self-motivating
• Strong Written and Verbal Communication Skills at senior level,
• Relationship Management – internal and external customers, Flexibility, Presentation Skills and  Team Skills
• Flexibility with respect to time – client deliverables need to be met with a Can do attitude
• Excellent problem solving / quantitative/ analytical skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Must be detail oriented and self-motivating
• Ability to motivate people and teams,
• Ability to write business cases and justification documents, Ability to manage multiple work streams
• Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients

Technical Skills:

• Understanding  End User  IT infrastructure
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc

Minimum Qualification and Experience

• 10 years End user computing experience, with at least 8 years  in a management role  leading a team
• Minimum 5 Years working in DWP Management Role
• Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
• Must have at least one or more core digital workplace technology background with hands on experience  ( WPE,UCC, UMC)
• ITIL professional will be preferred
• Ideal candidate would have project management experience (new Project onboarding , transition &  migration projects)
• Ideal candidate would be expected to have a 10-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment

Skill Requirements

We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL. 

Primary responsibilities are:

• Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)
• Oversee the Other EUC Activities  ( Application Packaging, OS Build, Software Distribution)
• Customer Relationship Management
• SLA Management including Incident and Requests
• Regular reviews with Customer, Vendors & Internal HCL Stakeholders
• Provide leadership to the LSM Team including coaching as required
• Reporting and MIS
• Oversee Projects

Skills, Experience and Qualification Required 

Business Skills:

• Understanding of EUC and related technologies
• Ability to interact with customers to ensure that the service is polite, efficient and responsive
• To work through issues analytically to a successful conclusion
• Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients
• Ability to understand best practices internally/externally on EUC related activities.
• Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L etc.

Personal Skills

• Strong customer service skills
• Must be detail oriented and self-motivating
• Strong Written and Verbal Communication Skills at senior level,
• Relationship Management – internal and external customers, Flexibility, Presentation Skills and  Team Skills
• Flexibility with respect to time – client deliverables need to be met with a Can do attitude
• Excellent problem solving / quantitative/ analytical skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Must be detail oriented and self-motivating
• Ability to motivate people and teams,
• Ability to write business cases and justification documents, Ability to manage multiple work streams
• Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients

Technical Skills:

• Understanding  End User  IT infrastructure
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc

Minimum Qualification and Experience

• 10 years End user computing experience, with at least 8 years  in a management role  leading a team
• Minimum 5 Years working in DWP Management Role
• Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
• Must have at least one or more core digital workplace technology background with hands on experience  ( WPE,UCC, UMC)
• ITIL professional will be preferred
• Ideal candidate would have project management experience (new Project onboarding , transition &  migration projects)
• Ideal candidate would be expected to have a 10-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment

Other Requirements

We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL. 

Primary responsibilities are:

• Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)
• Oversee the Other EUC Activities  ( Application Packaging, OS Build, Software Distribution)
• Customer Relationship Management
• SLA Management including Incident and Requests
• Regular reviews with Customer, Vendors & Internal HCL Stakeholders
• Provide leadership to the LSM Team including coaching as required
• Reporting and MIS
• Oversee Projects

Skills, Experience and Qualification Required 

Business Skills:

• Understanding of EUC and related technologies
• Ability to interact with customers to ensure that the service is polite, efficient and responsive
• To work through issues analytically to a successful conclusion
• Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients
• Ability to understand best practices internally/externally on EUC related activities.
• Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L etc.

Personal Skills

• Strong customer service skills
• Must be detail oriented and self-motivating
• Strong Written and Verbal Communication Skills at senior level,
• Relationship Management – internal and external customers, Flexibility, Presentation Skills and  Team Skills
• Flexibility with respect to time – client deliverables need to be met with a Can do attitude
• Excellent problem solving / quantitative/ analytical skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Must be detail oriented and self-motivating
• Ability to motivate people and teams,
• Ability to write business cases and justification documents, Ability to manage multiple work streams
• Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients

Technical Skills:

• Understanding  End User  IT infrastructure
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc

Minimum Qualification and Experience

• 10 years End user computing experience, with at least 8 years  in a management role  leading a team
• Minimum 5 Years working in DWP Management Role
• Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
• Must have at least one or more core digital workplace technology background with hands on experience  ( WPE,UCC, UMC)
• ITIL professional will be preferred
• Ideal candidate would have project management experience (new Project onboarding , transition &  migration projects)
• Ideal candidate would be expected to have a 10-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment