IT Desktop Team Lead

Company Description

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

Job Description

Overview

The TechEx team forms part of the IT Workplace Operations Team and the role will require a high-level of customer focus, technical flexibility, and agility. This role will be taking the lead in any IT related projects, work closely with business stakeholders.

• Acting Team Lead for the EMEA contractors/FTEs.
• Take the lead for any IT projects that will be implemented in the EMEA region.
• Provide technical guidance and training to the TechEx Engineer, ensuring their skills and knowledge are continuously developed.
• Serve as a subject matter expert for IT support tools, systems, and processes.
• Establish and maintain strong relationships with vendors, serving as the primary point of contact.
• Provide 1st & 2nd line desk side support services to NBCUniversal International and ensure timely resolution of support requests and incidents to the employees located in the Netherlands and EMEA region.
• Provide advanced technical support and troubleshooting expertise to resolve complex issues.
• Collaborate with other IT teams and external vendors to escalate and resolve critical incidents.
• Identify and deliver Service Improvements aligned to the company’s goals by prioritising technology initiatives and supporting the evaluation, deployment, and management of current and future technologies.
• Provide support to the infrastructure teams, where necessary, for remote hands and eyes to assist in the resolution of technical faults.
• Ensure adherence to all NBCU international policies, processes, and procedures as well as support continual service improvement activity where appropriate.
• Assist with product evaluation and the introduction of new technologies into operational support.

Key Responsibilities

Customer skills are equally as important as technical skills, combining both to ensure delivery of a world-class service. Effectively manage Incidents and Requests, ensuring customers are kept informed of progress and escalating where necessary.

• Allocate resources effectively to ensure timely resolution of support requests and incidents.
• Follow request management process and governance.
• Interact with end-users and stakeholders to understand their needs, address concerns, and provide timely updates on support requests.
• Take ownership of documentation regarding support issues and requests and ensure that this is accurate and maintained.
• Ensure all relevant security & management tools are operational and exceptions are managed.
• Meet all IT Asset Management process requirements in accordance with NBCU policy.
• General maintenance of all IT equipment including PC’s, Macs, Mobile Devices, Printers, Photocopiers, VOIP telephones and other hardware and software as required.
• Collaborate with International, US and local IT teams and core NBCU business units as required.
• Stay up-to-date with the latest industry trends, technologies, and best practices related to IT support.

Other Responsibilities

• Ensure all relevant IT equipment is in alig