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IT Support Team Lead

Role: IT Support Team Manager
Purpose of role: To manage the L1 IT support team. To provide leadership, motivation, training & development opportunities to L1 team members and to provide advanced technical support in conjunction with the IT team.
Reports to: WMS Programme Manager
Key Responsibilities:
  • To ensure the smooth running, maintenance and development of ICT infrastructure and Warehouse Management Systems
  • To provide leadership, discipline, motivation to the IT team
  • Assist in sharing the Supply Chain Strategic Roadmap with team members and collaboratively assist in team members objectives and ensure continued support in helping the team to deliver these objectives.
  • To provide advanced technical support in conjunction with the IT team
  • Identify training needs for the IT team and plan accordingly
  • Manage attendance, holidays for the individual Team members
  • liaise with external contractors and third-party suppliers where necessary
  • Provide appropriate and timely escalation of unresolved issues to the ICT systems Manager
  • Support shift teams providing appropriate IT support across the operational week
  • Report on current status of issues, fixes and outstanding changes
  • Manage the control and ordering of IT consumables
  • Provide cover for IT team where necessary
  • Provide assistance on various Projects, Installations as required
  • Ensure all new software releases are tested and implemented in line with agreed procedures
  • Ensure daily tasks are completed by the IT team
  • Work with Project/Implementation team initially, to develop understanding of end-to-end site systems/processes.
  • Interface to IT & Supply Chain Department for 3rd party support escalations
  • Work closely with IT & Supply Chain Teams to manage change requests through user requirements, specification, development, testing documentation updates & implementation
  • Process review/ process improvement knowledge and experience
  • Identify robust ways of working to keep processes simple to understand and execute on a day to day basis
  • Work closely with IT & Supply Chain Teams to manage/maintain WMS application system administration – data configuration, rule setup, access levels etc
  • Manage and mitigate risk during IT deployments, application testing and defect triage & escalation
  • Manage change both internally within the Islip depot operation & across the wider business when working with CSC & ICT
  • Working closely with CSC & ICT project teams to manage UAT phases from a technical perspective – assist in the creation of scenarios and ensure testing plan, resource requirements and IT considerations are all met
  • Assist in planning of Golden Run testing and all GoLive Criteria for specific projects that impact site where applicable.
  • Communicate with internal and external parties (is applicable) ensuring all are informed and updated with code deployments & defect escalation & resolution.

Monitoring and Measuring
  • Reporting of IT issues/resolutions on a regular basis to operational management
  • Ensure agreed SLAs are being adhered to for both internal and 3rd party teams.
  • Achievement of individual key objectives
  • Ensure that SOPs clearly articulate operator process with inclusion of features and work around documentation where necessary

  • Work with warehouse team and operational managers to understand depot systems/processes
  • Develops effective relationships & foster positive working relationships, sensitive to cultural differences.
  • Support warehouse colleagues and others in development of their system/process understanding.
  • ‘Can do’ attitude and approachable nature.
  • Confident to present and feedback to senior stakeholders when required
  • Pragmatic, practical and results driven. Abe to deliver in the face of varied and frequent challenges
Knowledge, skills & experience:
  • Thorough knowledge of warehousing and distribution systems and techniques
  • Technical background, preferably experience with RF and voice systems
  • Experience in a support environment within logistics
  • Understanding of Network infrastructures within a warehouse environment
  • Must be tenacious and dedicated to achieving performance targets on a daily basis
  • Practical and proactive approach to problem solving with the ability to operate under pressure in a fast-moving environment
  • Thorough practical understanding of continuous improvement philosophies
  • Experience of managing a Rota based team an advantage
  • Other duties as assigned
  • Good end to end supply chain awareness and understanding and a solid grounding across supply chain operations & IT functions
  • Minimum of 7 years supply chain management & IT experience
  • Relationship builder both internally and externally with strong influencing skills
  • Experience of working in a fast-paced supply chain & IT environment
  • Strong administrative & IT skills
  • Prince 2 / Sixth Sigma or equivalent accreditation preferable
  • Excellent organisational, prioritisation and time management skills
  • Experience of SQL and XML basic query language
  • Excellent problem solving, strategic thinking and planning skills
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  • Supply Chain & Warehousing, Islip, England, United KingdomRemove