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Team Lead Infrastructure Support

Date: 16-Aug-2019

Location: London, GB

Company: Royal London Group

Team Lead Infrastructure Support




At Royal London we want to attract the best talent to help us achieve our vision of becoming the most trusted and recommended financial company in the UK.

We are the largest mutual life, pensions and Investment Company in the UK, with Group funds under management of £118.9 billion and latest ProfitShare pay out to members of £142 million.  Group businesses provide around 9.0 million policies and employ 3,976 people (figures as of 05 Feb 2019). 

The main purpose of the role is   assist in the day to day running of the Technical Support team in order to deliver a stable IT infrastructure for offices of less than 900 people, prioritising & distributing work and supporting performance management activities. 

What will you be doing

  • Manage the workload of all Service Requests, Incidents, Small Changes and Maintenance calls received.
  • Acting as an escalation point for the team.
  • Ensuring that all pre-defined service levels (incidents & service requests) are met.
  • Task managing  support staff on a day to day basis to ensure that all tasks are carried out
  • Supporting the Leadership team in delivering Infrastructure Technology change
  • Incident & Problem management
  • Infrastructure Estate maintenance
  • Relationship management within GTC & with the Business
  • Infrastructure Risk & Audit management – actioning audit points & supporting Risk management activities
  • The enhancement of services through innovation
  • The provision of out of hours support
  • Staff management including performance management & development planning
  • Maintenance of documentation of all procedures
  • Business Continuity support – Including the support of DR tests & the highlighting of any single points of failure

What we’re looking for

  • Good personal skills that can be used to effectively interface, mediate, influence and facilitate at all levels.
  • Able to successfully explain and present complex technical information to a business audience
  • Good technical leadership skills  - able to provide guidance & mentor
  • High level of commercial focus, keeping commercial aspects in mind when taking actions and making decisions.
  • Able to understand the underlying issues in complex problems, whilst working under high level pressure and time constraints.
  • Imaginative; challenging the status quo
  • Adopts a can do attitude - Nothing is good enough or too much trouble

Skills that will help you in the role

  • Service Management (ITIL Foundation) & practical application of ITIL principles in a business environment.
  • Awareness of Capacity planning and reporting.
  • Previous experience working in an IT Support role, providing 2nd and 3rd line support
  • Some experience of people and workload management  (Preferred)
  • Industry knowledge and awareness of the direction of new technologies & best practice
  • Hands on experience of Hardware and Software
  • Strong working knowledge of all Microsoft technologies,(MTA & MCSA) including AD/Mail
  • Strong working knowledge of End user computing
  • Good understanding of VMware & VMware View, Networking (WAN/LAN/Security/WiFi), Unix & storage technologies, monitoring capacity and performance and automation of systems and process
  • Experience of backup and recovery tools and procedures.

What we offer

  • We've always been proud to reward employees by offering a number of benefits
    such as Pensions and Protection, Performance and role-related benefits, Lifestyle and Wellbeing 
  • Our culture comes from within, or to put it another way, it comes from our people. It’s what makes Royal London a great place to work.
  • Our People Promise is something we live up to every day. We know we can rely on you, and you can expect plenty from us in return.
  • Glassdoor have ranked as among the best places to work and this year we entered the top 10 


We are an equal opportunities employer. We work hard to attract the best talent for our award-winning team. We believe that embracing difference makes us stronger. Our diverse people bring us different skills – whatever their educational background, disability, gender, age, sexual orientation, race, religion or belief.

In fact, the first pillar of our People Promise is designed to make sure you 'work somewhere inclusive'. We want to live up to this promise; it’s good for our people and good for our customers too, because our workforce should reflect our communities.

Job Segment: Risk Management, Finance

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