Modern Workplace Tech Bar Lead

TL;DR

Modern Workplace Tech Bar Lead: Leading and managing the Glasgow Tech Bar, providing technical expertise and support to approximately 100k colleagues with an accent on delivering outstanding customer service and ensuring smooth operations. Focus on training junior staff, managing team SLAs, and identifying process inefficiencies using tools like ServiceNow.

Location: 5 days a week on-site in Glasgow, with flexibility to manage other close locations as needed.

Salary: £43,804 – £51,000 per annum

Company

hirify.global is rebooting an icon and building the future of finance, making investments in people, data, and technology.

What you will do

• Deliver outstanding customer service and technical assistance.
• Act as a point of technical expertise within the Tech Bar hub location.
• Train and mentor junior IT staff on technical support and best practices.
• Support day-to-day management of your Tech Bar team, ensuring SLAs and important metrics are met.
• Utilise ServiceNow to analyse service impact, ensure all TB services are correctly processed, and any local procedures are adhered to.
• Identify and address service gaps or process inefficiencies, collaborating with line management and other TB leads on implementing improvements.

Requirements

• Experience of working on an enterprise-scale Technical Support desk, ideally face to face.
• Knowledge of Microsoft Entra ID & Microsoft Intune (Endpoint Manager).
• In-depth knowledge of Windows 11 OS.
• Hands-on experience supporting Apple OS (up to Sequoia).
• Knowledge and troubleshooting experience of Microsoft365.
• Previous use of ServiceNow for incident management.
• Knowledge of JAMF, the chosen MDM solution for Apple devices.
• Knowledge of ITIL or other IT service management frameworks.
• Experience of managing a team and mentoring colleagues.
• Work 5 days a week on-site in Glasgow.

Culture & Benefits

• Inclusive organisation focused on diversity and belonging.
• Generous pension contribution of up to 15%.
• Annual bonus award, subject to Group performance.
• Share schemes including free shares.
• Benefits you can adapt to your lifestyle, such as discounted shopping.
• 28 days’ holiday, with bank holidays on top.
• A range of wellbeing initiatives and generous parental leave policies.