IT 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 global theme park destinations, consumer products, and experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, NBC Sports, Telemundo, NBC Local Stations, Bravo, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through our powerhouse film and television studios, including Universal Pictures, DreamWorks Animation, and Focus Features, and the four global television studios under the Universal Studio Group banner, and operate industry-leading theme parks and experiences around the world through Universal Destinations & Experiences, including Universal Orlando Resort, home to Universal Epic Universe, and Universal Studios Hollywood. NBCUniversal is a subsidiary of Comcast Corporation. Visit www.nbcuniversal.com for more information.
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.
Job Description
ABOUT THE ROLE:
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.
YOUR RESPONSIBILITIES:
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.

Qualifications
PREFERRED QUALIFICATIONS:

• 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

REQUIREMENTS:

• 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

Additional Information
As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].