ITO Team Lead - secure on-site Hampshire

Role Summary

The ITO Team Lead provides technical and people leadership for infrastructure operations across DXC-managed customer environments, managing team development, performance, workloads and contractual SLAs. They oversee cross-platform L2/L3 escalations, lead P1/P2 incident response and drive permanent fixes through problem management. They represent the team in customer engagements, service reviews and governance, aligning technical delivery with service management.

Key Responsibilities

• Allocate work by skill, capacity and priority; ensure shift/on-call cover.
• Track SLAs/KPIs; escalate capacity and staffing risks to the SDM.
• Forecast infrastructure needs from utilisation; maintain configuration control.
• Analyse incidents, SLAs and recurring issues to improve services.
• Drive lasting fixes, current guidance, incident reviews and team-led efficiencies.
• Lead daily customer liaison, reviews and escalations; report transparently.
• Resolve cross-tower dependencies; share impacts and build stakeholder trust.
• Review changes for CAB; ensure approved windows and rollback plans.
• Coordinate transitions; confirm readiness and knowledge transfer before go-live.
• Verify recovery procedures and transition records meet testing standards.
• Oversee secure builds, patching and maintenance within approved timelines.
• Develop and approve automation; ensure team resources and escalate gaps.
• Meet cross-platform SLAs; manage queues, workloads and hands-on support.
• Own L2 escalations; diagnose root causes across infrastructure platforms.
• Lead P1/P2 triage, telemetry, rollback, liaison and lasting fixes across towers.
• Maintain complete, accurate change, incident, CMDB and access audit records.
• Coach staff through regular one-to-ones, service goals and feedback.
• Address skill and performance gaps early; agree training with the SDM.
• Build teamwork and accountability; onboard staff to tools and requirements.

Required Skills & Experience

Essential

• IT Operations Experience. 5+ years’ hands-on infrastructure experience across Windows Server, Linux, VMware/Hyper-V, storage/backup, AD and database touchpoints.
• Leadership & People Management. Proven technical team leadership in managed services or IT outsourcing, covering mentoring, objectives, one-to-ones, performance and morale.
• Incident & Major Incident Management. Strong incident management experience, including P1/P2 technical leadership across cross-domain triage, telemetry, isolation, rollback and stakeholder communication.
• Cross-Tower Troubleshooting. Effective L2 escalation, root-cause diagnosis and resolution across Wintel, virtualisation, storage, network, AD and databases.
• SLA & Service Quality Management. Proven SLA/KPI delivery through queue, incident-ageing and compliance monitoring, with corrective action.
• Change Coordination. ITIL-aligned oversight of standard, minor and emergency changes, including technical/risk reviews, maintenance windows and rollback plans.
• ITIL Practices. Strong knowledge and operational application of Incident, Problem, Change, Configuration and Service Level Management.
• Problem Management. Experience recording recurring problems, facilitating root-cause analysis and securing permanent fixes to prevent repeat failures.
• Customer Engagement. Confident, professional representation in reviews, governance and escalations, translating technical issues into business terms and managing expectations.
• Documentation & Audit. Accurate runbooks, SOPs, diagrams, CMDB records and audit evidence supporting continuity, compliance and knowledge transfer.
• Workload Management. Skill- and capacity-based workload planning, ensuring service-window coverage through shifts and on-call rotas.
• Security Clearance. DV Clearance required.