Working as part of the Citibank HLF (Hardware, Logistics and Facilities) team (which is split between London and Portsmouth), the Team Lead will manage Citibank’s Engineering break fix calls, buffer stock, logistics, shipping and asset removal service. This will involve liaising with Bell colleagues in other locations to ensure there is an end to end delivery service.

• Responsible for line management of the onsite Engineering/Logistics team. Provide team leadership, staffing mentorship and governance; produce and manage individual Performance Development Plans and carry out their regular review against individual and team objectives
• Troubleshoot and diagnose desktop related hardware faults and liaise with various resolver teams, both internally and externally.
• To obtain from the relevant manufacturer, warranty replacement parts without charge for assets and/or faulty components within the warranty period of the equipment.
• Responsible for producing reports (both defined and ad hoc) in timeframes as required by the service.
• Run calls and manage weekly Ops customer meetings as required whilst also providing data on request to support Monthly and Quarterly reviews
• Ensure quality of end to end delivery to clients to ensure client satisfaction and best position the company for additional business.
• To manage the shipping process of equipment between Citibank locations, Bell Portsmouth warehousing facilities and other UK/International locations, including quotes, approvals, co-ordination, compliance and planning.
• Co-ordinating Bell deliveries of IT equipment to support teams throughout the UK campus network.
• Manage the collection of equipment from support teams, processing of equipment for redeployment back into the business or for resale/disposal in line with customer requirements.
• Transferring and processing equipment under Citibank Security procedures, including ETM (Electronic transferable media) and recording ETM entries into Vertices database.
• Managing vendor deliveries into Citibank and Portsmouth locations, this would include the planning of resources to receive, receipt and process all IT equipment deliveries to the appropriate standards and updating requests and tickets raised by business users.
• Managing and maintaining buffer stock to agreed threshold levels.
• Ticket Management: Update, communicate and escalate tickets, accordingly, adhering to SLAs/KPIs to ensure resolution is achieved within a timely manner.
• Demonstrate professionalism and inspire confidence when working with senior management, both on the phone and face to face
• Support the team with the development of technical skills needed to support desktop related break fix calls.
• Identify training requirements, provide mentorship of peers and junior staff in the organization where needed

• Experience of planning and management is essential (such as service management, service co-ordination, shipping management, customer support management, asset management)
• Good decision-making and communication skills within a business environment
• Good Microsoft office suite and IT skills
• Previous experience working on a customer site
• Comp TIA A+ (Preferred)
• ITIL Foundation (Preferred)