Support Team Leader

Overview

Lead first‑line IT support team, ensuring smooth IT services across UK sites

Key Responsibilities

• incident escalation
• process management
• powerbi reporting
• analytics tools
• vip support
• outage alerts

Tasks

-Proactively Issue Communications of cyber awareness, unplanned and planned outages, notices to all customers who are impacted and keep relevant group informed until the matter is resolved -Support the First line team with day to day operations and Technical Incidents -Create, Own and maintain support related processes and policies -Assist with all service-related investigations for Colas UK ITSS -Support the first line team with day to day questions -Ensure best in class support service and response is provided to the business aligned to the needs of the business -Use Analytics and AI tools to improve service delivery and efficiency -In conjunction with the Technical Support manager, keep the support related topics updated on the UKITSS Intranet. -Assist with Business Continuity Testing -Provide Service Desk cover where necessary -Documentation and regular updating of Project updates, procedures, processes and change management -For all technical issues, act as the escalation point and carry out vetting/triaging prior to escalation to L2 -Support the first line team with IT Orders -Work closely with the technical support manager where necessary to provide seamless escalation of calls between first and second line. -Use PowerBi to automate team statistics to drive efficiency and improvements -Lead the First Line Technical Support team for Colas UK ITSS -Be the single point of contact and provide escalated technical assistance to VIP users -Action Mobile Roaming requests

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Benefits

-Holiday Purchase & Selling Scheme -Hybrid Working Scheme (dependent on the role) -Our Colas Pension Scheme has combined contributions of up to 10% -Discounts on car leasing, holidays, cinema tickets, restaurants and much more through our online employee benefits portal -Ongoing personal/professional development -Life Assurance Scheme which is x4 basic salary -25 days annual leave per year + Public Holidays -Colas Ltd and Colas Rail VIPs -Opportunities to study towards a fully funded Professional Qualification

About Colas Ltd

-From runway upgrades in Uganda to innovative UK urban junctions (like London’s CYCLOPS), its footprint is diverse and global. -It operates end-to-end: investing, designing, manufacturing, constructing, maintaining, and operating transport infrastructure. -The firm grew from bitumen emulsions into a national infrastructure powerhouse. -It combines local insight with access to international R&D and materials innovation. -UK headquarters relocated to Birmingham, reinforcing its role at the heart of Britain's infrastructure network. -Typical projects span motorways, airports, highways maintenance, runway extensions, concrete road rejuvenation, and smart traffic systems. -Specialisms range from road and airfield construction to traffic management, asset management, and specialist surface treatments.

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