IT Team Lead

NBC Universal
London
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 5+ yearsEducation: bachelorsSkills: ["Organizational skills","Interpersonal skills","Team management","Communication","Continuous improvement"]

Lead the day-to-day operations of an IT support team, allocating resources to meet SLAs and serving as the primary escalation point for complex issues. Manage ticket workflows, monitor performance via real-time KPI/SLAs dashboards, and use insights to reduce incidents. Prioritize work based on urgency and business impact, coach and mentor the team, and partner with internal stakeholders to improve customer experience and delivery.

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FursaFursa
NBC Universal
NBC Universal
2 days ago

IT Team Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead the day-to-day operations of an IT support team, allocating resources to meet SLAs and serving as the primary escalation point for complex issues. Manage ticket workflows, monitor performance via real-time KPI/SLAs dashboards, and use insights to reduce incidents. Prioritize work based on urgency and business impact, coach and mentor the team, and partner with internal stakeholders to improve customer experience and delivery.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Oversee day-to-day operations of the IT support team, ensuring effective resource allocation to meet SLAs.
  • •Provide real-time support to team members for complex/escalated issues and act as the primary escalation point.
  • •Review and assign support tickets, managing workflows to balance efficiency and service quality while monitoring performance and improvement areas.
  • •Develop and maintain real-time dashboards to track KPIs and SLAs, analyzing trends and presenting reports to senior management.
  • •Mentor, coach, and train team members; lead onboarding and ongoing training; support continuous improvement and automation/AI-driven support initiatives as assigned.
Travel: Extensive travel

Key Requirements

  • •Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
  • •5+ years in IT support roles, with at least 2 years in a leadership or supervisory position preferred.
  • •Proficiency in ITSM tools, dashboarding software (Power BI, Tableau), and ticketing systems (ServiceNow, Jira).
  • •Solid understanding of network fundamentals, common operating systems, and common IT infrastructure issues.
  • •Strong organizational, interpersonal, and communication skills, with the ability to foster an inclusive team culture.
Experience:5+ yearsIT supportITSMTicketingIT infrastructure
Education:Bachelor's in Information Technology or Computer Science (or related field)
Skills:Organizational skillsInterpersonal skillsTeam managementCommunicationContinuous improvement
Languages:English
Tech Stack:ITSMPower BITableauServiceNowJiraDashboardsTicketing systemsNetwork fundamentalsOperating systemsIT infrastructureAI-driven support

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

NBC Universal
NBCUniversal is a global media and entertainment company producing and distributing film, television, news, sports and streaming content, and operating theme parks and consumer experiences across a portfolio of well-known brands including NBC, Universal Pictures and Peacock.
Industry: Film & Television
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: New York City, United States
Founded: 2004
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