Do you want to be a valued part of the critical infrastructure that serves communities across Europe and beyond? Are you looking for a position in which you can set direction and help shape our company? If so, then you could be the newest addition to our team as IT Teamlead - Support Engineer.  

Be part of the movement - and play your part.   

About the role  

As IT Support Engineer Teamlead you are responsible for the operational support of United Kingdom, Belgium and The Netherlands local IT Support Team. You need to be an experienced IT Support Engineer that can lead, develop, project manage and drive in a positive way the team forward to achieve the business KIP’s and SLA’s.

Principal Responsibilities

• Leading the regional team with a focus on day-to-day operations, including behaviour, absence, lateness, compliance, performance, and service.
• Coaching team members effectively to encourage a culture of first-time resolution and delivering exceptional customer service.
• Developing team members, to meet required standards and support personal development goals.
• Collaborating with other department leads.
• Handling customer escalations and complaints, providing constructive feedback for individual learning where applicable.
• Drive high performance standards within the team by setting your own example.
• Your focus day-to-day will be on your workload, team, & customers.
• Continuously engage and align with line manager and stakeholders.
• Supporting the team to implement operational improvements.
• Identifying gaps in the team’s support process, skills gaps and taking the appropriate steps to resolve.
• To highlight / escalate tickets to the Service Desk Manager in the event of a complaint, SLA failure or any other issues relating to ticket escalation.
• Be part of the team maintaining a shift rota and cover to support the business in and out of agreed hours.
• Work as part of the 24/7 cover for off-hour support when necessary.
• Holds Team meetings and supports the team in line with IT Support Management reporting back to line manager.
• Work with Service Delivery Managers to help coordinate Field Engineer, Service Management Office and Request and Incident Team resource and input.

General Responsibilities

• To maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and share knowledge within the IT Support Department.

• To undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job.

• To undertake health and safety duties commensurate with the post and/or as detailed in the Company Health and Safety Policy.

• Managing and executing the ITIL processes relative to the role, Incident Management, Change and Release Management.

• Maintaining contacts with users, suppliers and service providers.

• To work with the project organisation to ensure a smooth transition of support activities through the release management process ensuring knowledge transfer, documentation and training materials are delivered and accepted.

Please note that this is not an exhaustive list and you may be required to undertake other duties requested by your Senior Managers.

About you 

• min of 5 years experience in a relevent IT support role (preferable in shipping or transport)
• verifiable leadership- and people skills 
• Customer minded
• Ability to work under pressure
• Degree in Information Technology / Computer literacy (or studying for)
• Knowledge of Microsoft Windows 10-, Active Directory-, Networking-, LAN Patching, Wireless support, remote desktop support, PC Imaging tools
• Excellent in Dutch and English language
• Frequent travelling will be part of the role 

Working at DFDS  

• 40-hour work week (full-time position) 
• Commuting allowance EUR 0,23 per km - between 10 and 35 km one way 
• Home office allowance of EUR 3.05 net per day 
• Vacation allowance of 8.33% 
• Laptop at your disposal 
• Study opportunities according to study regulations 
• Free access to more than 1000 courses and trainings via Percipio/Skillsoft 
• Possibility to travel 3 times a year for free on DFDS ships 
• Pension plan via ASR 
• WGA basic and top-up insurance (paid by DFDS) 
• Optional group discount health insurance 
• A stable and growing company with attention for social involvement, sustainability and environment     

Join the movement and grow with us.  

Be a valued member of a diverse team at DFDS and help drive change together.

While you’re with us, we want you to develop. At DFDS, we believe that development happens first and foremost through activities in the workplace. We will also offer training courses that can support you in your role, if needed.   

Are we a match? Then what are you waiting for? Apply Now.   

If you think your personality, skills, experience, and desire match this role, we’d love to hear from you. Please send us your CV as soon as possible, as we’re keen to meet potential candidates on an ongoing basis.   

[If you want to give the candidate a possibility to contact hiring manager or recruiter, please adjust to the local process/contact person here.]

We look forward to hearing from you.   

No external recruitment.