Salary:
Competitive salary plus excellent benefits
Location:
Stratford
Vacancy Type:
Permanent
Brand:
23 (Entain)
About The Role

We’re looking for an End User Support Team Leader to join Entain! You’ll manage a successful team of 12 engineers, providing End User Support Services to 1700 colleagues in the UK.  

As well as managing the team day to day, you will also be providing ‘hands-on’ support to the business. You will be a critical member of our EUS team, ensuring all support services are delivered to the highest quality. 

What you’ll be doing: 

  • Managing of a large group of EUS support engineers, including day to day work allocation, prioritisation and one to one meetings.

  • Delivering high quality end-user support services to colleagues across the Ladbrokes coral Group locations. 

  • Responsible for all desktop operating system support, both Windows PC & Apple Mac based 

  • Responsible for end user support of cloud-based services offered to colleagues. 

  • Ensuring new starter and leaver requests are met within SLA. 

  • Manage customer expectations and communication channels. Co-ordinate all with all stakeholders during major problems and outages. 

  • Develop and maintain relationships with internal service delivery teams, third party managed suppliers and partner service management teams. 

  • Contribute to End User Services problem analysis, liaising with other EUS and wider Technology teams as required to solve complex IT problems. 

  • Project Manage End User IT systems in relation to new building fit-outs or changes/moves, including video display systems (gantry) and video distribution systems. 

  • Responsible for the support of PCs and other end user devices as deployed in Ladbrokes Coral Group shops as appropriate to the region. 

  • Ensure an adequate stock of devices is maintained to fulfill new equipment requests & rollouts as required. 

 
What we’ll need from you: 

  • Experience in a support position within a medium to large organisation, supporting a large user base. 

  • Proven leadership skills – experience in building and motivating a high performing teams 

  • Experience working in fast-paced, technology led environment, serving both internal and third-party platforms. 

  • Ability to manage external suppliers and support organisations. 

  • Demonstrable experience influencing at a senior level, which builds collaborative and trusted internal networks that achieve strategic goals.  

  • A proven track record in delivering on time and against budget within a highly pressurized 24/7 environment. 

  • Thorough & detailed understanding of:

  1. Microsoft products, including Active Directory, Teams, O365 and SCCM

  2. Cloud services, O365, Azure

  3. Windows OS, MAC OSX and Applications

  4. Networking technologies, LAN, TCPIP, DNS etc.

 

 #LI-AC
About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the gambling space as we go. We’re specialists in safer gambling and the company that is at the forefront of responsibility.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.