Client Services Lead/IT Support Lead

About Arup

Dedicated to sustainable development, Arup is a collective of designers, consultants and experts working globally.

At Arup you will have the opportunity to collaborate on ambitious projects - delivering remarkable outcomes for clients and communities, and to do socially useful work that has meaning.

Arup's purpose, shared values and collaborative approach has set it apart for over 75 years, and now is your opportunity to join.

Job description - the role

AMS is the world's leading provider of Talent Acquisition and Management Services. Our contingent Workforce Solutions (CWS) service acts as an extension of our clients' recruitment team and provides professional interim and temporary resources. We partner with Arup to support contingent recruitment processes. On behalf of Arup, we are looking for a Client Services Lead/IT Support Lead for a 6 month initial contract based in Edinburgh.

The Client Services Lead will be the front-door to technology services to the rest of the organisation. You will help to increase business productivity by taking a customer-focused, proactive and collaborative approach to anticipating and resolving technology issues. You will provide support and technical expertise to a range of issues relating to hardware, software, peripherals and projects.

As the local Client Services Lead, you will be part of a larger team that provides customer-focused digital services to Arup globally. This is a full time, level 2 support role in a typical IT support infrastructure, with a business-focused mindset.

Candidate Profile: Key accountabilities, skills & experience

About the Opportunity:

The role involves acting as the primary liaison for Digital Technology-related requests, addressing issues related to desktop and infrastructure, and escalating to other teams as needed. It includes managing Client Services Analysts, ensuring adherence to ITIL/Service Management policies, and serving as an escalation point for various technology services. Responsibilities also cover configuring, deploying, and troubleshooting various IT equipment, and solving complex hardware and software problems. The role supports office-based technology needs, responds to service tickets, and documents procedures and best practices. Additionally, it involves coordinating IT equipment for new starters and leavers, and working with leadership to drive technology initiatives and transform business activities.

The Client Services Lead/IT Support Lead role requires:

• Experience working in a regional or global organisation providing desktop support services in a Microsoft environment and some experience working in a professional services organisation.
• Strong technical aptitude and a desire to learn, with a proven track record of developing your technical knowledge and applying new skills in a high paced environment.
• Willingness to embrace innovation and new technology, a self starter with strong communication skills.
• Experience of ServiceNow or similar IT Service Management systems.
• Strong interpersonal skills, collaborative style and the ability to develop and maintain relationships with representatives from various organisational offices and levels and providing demonstrations to others. Good analytical skills, with ability to solve complex problems and openness in sharing your knowledge and thinking with others .
• Strong attention to detail.

Desirable criteria include:

• Familiarity with MS Teams and O365.
• Familiarity with technical software solutions from Autodesk, Bentley, Trimble, etc.
• Familiarity with software solutions from Adobe, Bluebeam, Cisco, Symantec, etc.
• Experience running and providing support for 100 staff or more.

About the client

Diversity at Arup:

Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. Guided by its values and alignment with the UN Sustainable Development Goals, Arup creates and contributes to equitable spaces and systems, while cultivating a sense of belonging for all. Arup's internal employee networks support their inclusive culture: from race, ethnicity and cross-cultural working to gender equity and LGBTQ+ and disability inclusion - creating a space for everyone to express themselves and make a positive difference.

If you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and speak to one of our Sourcing Specialists.

AMS are committed to providing all our candidates with the opportunity to perform at their best throughout the recruitment process. Please let us know if you require any additional support or reasonable adjustments during the screening process and we will work with you and Arup to identify the best solution to meet your requirements.

AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business.