Job Description

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