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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Team Lead - **Company:** NBC Universal, Inc. - **Location:** London, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, JIRA, Issue Tracking Systems, Networking Basics, Power BI, Tableau (Software), Media Technology, Information Technology, Servicenow - **Published:** September 8, 2026 - **Apply:** https://dejobs.org/x/x/38F4DC25789E482FAB0027C42EC172B9/job/ ## About the Role * Ability to manage multiple priorities and thrive in a fast-paced, deadline-driven environment. * Flexibility for occasional out-of-hours support during major events or critical incidents. * Commitment to continuous improvement, both personally and for the team, with a proactive approach to implementing feedback. * Excellent communication and people skills, able to present solutions to a range of key stakeholders and business partners, * Education & Experience: * Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). * 5+ years in IT support roles, with at least 2 years in a leadership or supervisory position preferred. * Technical Skills: * Proficiency in ITSM tools, dashboarding software (e.g., Power BI, Tableau), and ticketing systems (e.g., ServiceNow, Jira). * Solid understanding of network fundamentals, common operating systems, and common IT infrastructure issues. * Familiarity with media technology and workflows (preferred but not required). * Leadership & Communication: * Strong organizational, interpersonal, and team management skills. * Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences. * Ability to foster a positive, inclusive, and high-performance team culture. Additional requirements * Eligibility to work in UK * Ability to travel Globally ## Description The IT Team Leader will oversee and support the daily operations of a dynamic IT support team within NBC Universal. This role is ideal for a proactive and solutions-oriented individual looking to take their first step into Leadership. The successful candidate will come with a strong technical background, a passion for supporting users, and a knack for prioritizing and organizing workloads efficiently. The Team Leader will be responsible for managing and mentoring team members, ensuring high standards of support, and fostering a positive, inclusive team culture aligned with the organization's values. Whilst meeting the goals and objectives of both the department and the organization., Daily Team Management & Support: * Oversee day-to-day operations of the IT support team, ensuring effective allocation of resources to meet organizational needs and SLAs. * Provide real-time support to team members for complex or escalated issues, acting as the primary escalation point for customer inquiries that require additional expertise. * Regularly review and assign support tickets, managing team workflows to balance efficiency and service quality. * Monitor team performance, identifying areas for improvement and implementing corrective actions where needed. Dashboard Creation & Maintenance: * Develop, maintain, and update real-time dashboards to monitor KPIs, SLAs, and other key metrics. * Provide insights and analysis on support trends and team performance, and present regular reports to senior management. * Use data to proactively identify common issues and implement preventative measures to reduce incident volume. Workload Prioritisation: * Assess and prioritize tasks based on urgency, business impact, and resource availability, ensuring prompt and efficient resolution. * Collaborate with other departments, such as Production and Content, to understand their needs and adjust priorities accordingly. * Ensure that Business as usual and project demands are balanced according to actual business priority. Team Development & Training: * Mentor and coach team members, providing regular feedback and promoting skill development. * Lead onboarding and ongoing training initiatives to ensure all team members are equipped with the knowledge and skills to meet service demands. * Foster a collaborative and inclusive environment that encourages professional growth and knowledge sharing. * Balance project opportunities across the team based on development plans and individual skillsets Customer Experience & Communication: * Champion a user-centric approach to support, ensuring all interactions are professional, empathetic, and effective. * Establish and maintain strong working relationships with internal departments, stakeholders, and end-users, providing transparent and consistent updates on support issues. * Oversee the development and distribution of internal communication regarding updates, outages, and system changes. Continuous Improvement & Innovation: * Identify and implement process improvements to streamline support operations and enhance team productivity. * Stay updated on the latest industry trends, tools, and best practices in IT support, applying relevant insights to optimize team performance. * Support the IT Manager in strategic initiatives and lead special projects as assigned, such as automating routine tasks and exploring AI-driven support solutions. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [DevOps at Netflix](https://www.wearedevelopers.com/videos/270-devops-at-netflix) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)