IT Support Team Leader, Costar - London

IT Support Team Leader, Costar - London

Job Description

COSTAR GROUP - IT SUPPORT TEAM LEADER - IT - LONDON

OVERVIEW

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.

ROLE DESCRIPTION

We are looking for an experienced IT Support Technical Team Lead to join our team. In this role, you will help manage the productivity of CoStar Group employees by being the main escalation point of contact for information and problem resolution. This is accomplished by possessing a proven track record of managing a technical team to successfully maintain staffing levels, training and certification requirements, problem management and resolution processes and customer satisfaction via SLA and employee management.

RESPONSIBILITIES

1. Ability to build a cohesive team and to manage people effectively.
2. Provide guidance, assistance, coordination and follow up on client questions and problems or malfunctions of all systems applications, hardware and software installed and maintained by the company.
3. Participate in establishing telephone support rotations providing support to employees in offices across the US via remote assistance tools.
4. Document problems and solutions in the internal knowledge base.
5. Inform upper management of potential problems and identify problem trends.
6. A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
7. Provide data and reporting of KPI's and trends to management as needed.
8. Work to make Service Desk the single source of truth and service delivery channel for IT.
9. Monitor and manage phone queue (participating in escalated calls as needed).
10. Analysis of business unit metrics to seek improvements in efficiency and productivity.
11. Any other duties and special projects as assigned.

QUALIFICATIONS

1. Bachelor's Degree required from an accredited, not for profit university or college.
2. A track record of commitment to prior employers.
3. Management experience.
4. Experience in corporate IT or Service Desk.
5. Experience supporting Windows 10/11 workstations, Macs, Active Directory, Microsoft Office Suite and Windows File Permissions.
6. O365 Admin experience.
7. Experience supporting mobile devices such as iPads, iPhones, etc.

WHAT'S IN IT FOR YOU?

Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in iconic buildings the Shard and BlueFin. Other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay and much more!

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing.