Desktop Support Team Lead

Headquartered in Wilmington, Del., Barclaycard US creates customized, co-branded credit card programs for some of the country's most successful travel, entertainment, retail, affinity and financial institutions. The business employs 1,300 associates.

Barclaycard, part of Barclays Global Retail Banking division, is a leading global payment business that helps consumers, retailers and businesses to make and accept payments flexibly, and to access short-term credit when needed.

The company is one of the pioneers of new forms of payments, and is at the forefront of developing viable contactless and mobile payment options for today and cutting edge forms of payment for the future. It also issues credit and charge cards to corporate customers and the British Government. Barclaycard partners with a wide range of organizations across the globe to offer their customers or members payment options and credit.

Barclaycard operates in the United States, Europe, Africa and the Middle and Far East.

Key Accountabilities:

• Support the day to day work activities for the standard desktop service for all workstations and laptops in the region/location as designated
• Management of incidents and requests including updating and escalating support calls and managing them through to final resolution
• Provide excellent communication and feedback to customers and Desktop Services Management regarding the status of outstanding support calls
• Meet all SLT's for support calls within designated region/location
• Solving IT Issues in relation the business effectively and efficiently
• Assist in development and upkeep of documentation and procedures for BCUS Desktop Services
• Assist in the generation of weekly and monthly MI packs
• Manage resources for project tasks and business continuity management

Professional/Technical Experience:

• The right candidate will have previousTeam Leader skills and proven achievements in delivering desktop services.
• A proven track record of service delivery in a complex IT and Investment Banking environment is essential.
• Broad experience of change and service management including the creation and maintenance of SLAs and OLAs is essential as is theability to work under your own direction.
• The successful candidate will be conversant with technical environments operated within areas of controland have IT service area skills specific, eg Voice, MDS, proven track record & recognised subject matter expert in the respective area.
• Experience of knowledge share and effective team building initiatives are preferred as well as anunderstanding ofgovernance, compliance and risks policies and procedures.

Professional Qualifications:

• MCP/MCSE qualified, ITIL Service Management Foundation, ITIL Service Management (IT Service Support and IT Service Delivery)

Language Skills:

• Excellent communication skills are a pre-requisite fro this role.

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