Support Lead

We are looking for a Support Lead to join IAG on a 6 month contract. This will be working hybrid with 2-3 days onsite per week in the central London office (old street) and the rest remote.

Job description
Key Responsibilities:
Team Leadership & Coordination:

• Lead and manage a BAU support team responsible for providing day-to-day operational support for a variety of engineering and collaboration tools (e.g., Jira, Confluence, GitHub, Confluence, Mural, Snyk, SonarCloud).

• Act as the primary point of contact for escalations, ensuring timely resolution of issues across the user base.

• Oversee the workload distribution, task prioritization, and performance management of the support team to ensure consistent delivery of high-quality support.

• Manage projects to bring new tools and users into the estate through migration projects, working with a wide range of stakeholders to ensure delivery is smooth.

Continuous Improvement:

• Identify opportunities to improve team efficiency, tool usage, and overall support operations.

• Improve the team's SLAs

• Implement strategies to streamline common support issues, reduce user downtime, and increase productivity through automation and process refinement.

• Work closely with tool administrators and SMEs to optimize system configurations and ensure tools meet user needs.

Stakeholder Engagement:

• Collaborate with cross-functional teams, including Engineering, AI, and Product, to understand user needs and provide solutions that enhance operational efficiency.

• Communicate regularly with key stakeholders to keep them informed of support trends, issue resolutions, and improvement initiatives.

• Proactively gather feedback from users to understand pain points and drive enhancements.

Operational Efficiency:

• Work towards the automation and streamlining of our tools to ensure consistent and efficient delivery of tooling solutions to our users.

• Develop and implement best practices for tool usage, ensuring that teams are maximizing the capabilities of the tools and following established processes.

• Maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge bases, to ensure users can resolve common issues independently.

• Monitor and report on support metrics (e.g., response time, resolution time, user satisfaction) and make data-driven decisions to improve performance.

Incident & Problem Management:

• Lead the coordination of incidents and ensure root-cause analysis and long-term solutions are implemented.

• Ensure the team follows best practices for incident and problem management, striving for continuous service improvement.

• Manage the support ticketing system, ensuring tickets are tracked, resolved, and closed in a timely manner.

• Technical Skills:

• Strong proficiency in multiple tools, especially Atlassian (Jira, Confluence), GitHub, and ServiceNow.

• Scripting experience preferred to make bulk updates to tools

• Hands-on experience with code repository management (Git, GitHub, and/or GitLab).

• Experience integrating tools through APIs, plugins, or automation platforms.

• Understanding of the software development lifecycle (SDLC) and agile methodologies.

• (Preferred) Familiarity with continuous integration/continuous deployment (CI/CD) tools (e.g. Jenkins, CircleCI, GitHub Actions) and cloud platforms (e.g., AWS, Azure, GCP) is a plus.

• Soft Skills:

• Excellent communication and problem-solving skills.

• Strong leadership capabilities, with a proven track record of driving performance and delivering results for a small team.

• A customer-focused mindset, dedicated to delivering a positive user experience and fostering strong relationships with stakeholders.

• Ability to lead projects independently and work collaboratively across teams.

• Detail-oriented, with a focus on user experience and operational efficiency.

• Strong product mindset, with a focus on value and data-driven decision-making.

Qualifications
Qualifications:

• Education & Experience:
• Strong experience working with engineering and collaboration tools in a technical or support role.

• (Preferred) Bachelor's degree in Computer Science, Information Technology, Engineering, or related experience.

• Previous experience managing or coordinating a support team, preferably with a large user base.

Start: ASAP
Duration: 6 months
Location: Old street, London/Hybrid
Rate: Day rate inside IR35

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.