IT Business Partner Team Manager

**Why Probe?**

Probe amplifies human capabilities with technological excellence. In a world that has never been more competitive, we create blueprints for delivering exceptional CX, combine the latest technology with people, process and data, and provide organisations with complete end-to-end service for customer operations.

Step into the IT Business Partner Team Manager position at Probe Group, an industry-leading customer experience and digital transformation provider with over 19,000 employees across five countries and multiple brands.

**About the Role**

As the IT Business Partner Team Manager, you'll lead a high-performing team to deliver outstanding IT service and desktop support. This role involves proactive problem-solving, technical expertise, and effective collaboration with internal teams and external vendors to ensure smooth operations and exceptional client experiences.

**Key Responsibilities**:

- Being a primary point of contact for IT within the organisation for all levels within the business, including senior leaders, executive team,etc.
- Manage escalations, identify root causes, and implement corrective actions to prevent future issues.
- Oversee desktop hardware/software, inventory, and asset tracking to maintain accuracy and efficiency.
- Provide advanced technical support, resolving complex user issues and escalating to third-level staff as required.
- Collaborate with infrastructure teams on-site for seamless coordination and communication.
- Lead and contribute to BAU projects, meeting deadlines while working across functions.
- Maintain a proactive focus on client satisfaction, resolving issues efficiently and professionally.
- Manage a comprehensive asset register for onsite/offsite locations, including buffer stock.
- Ensure desktops are patched and updated with the latest security measures.
- Coordinate with vendors to ensure timely procurement of hardware and software.
- Maintain strong vendor relationships, especially with SCCM, driving continuous improvement.
- Participate in the On-Call process, responding promptly to critical incidents.
- Provide guidance and support to managers, peers, and direct reports on compliance matters.

**About You**

You are an experienced leader with a proven ability to manage and inspire high-performing teams in IT Service Delivery and Desktop Support. Skilled in project management, risk assessment, and change management, you excel at fostering a positive and inclusive work environment where team members feel supported and valued. Your strong communication, interpersonal, and leadership skills enable you to deliver exceptional results while collaborating with a forward-thinking organization committed to innovation and collaboration.

**Key Skills and Attributes Required**:

- Extensive experience in IT service delivery and desktop support.
- Expertise in Windows 10 and ChromeOS troubleshooting.
- Strong knowledge of ITIL principles and service management best practices.
- Proven ability to build and maintain positive relationships with stakeholders at all levels.
- Expertise in troubleshooting and resolving desktop hardware and low-level network connectivity issues.
- Exceptional documentation skills to ensure compliance and process clarity.
- Proficiency in project management, risk assessment, and change management.
- Excellent communication, interpersonal, and leadership skills.
- Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive._
- At Probe CX equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating you and your 100%_