Systems Support Lead

About KBR and the Project

KBR has developed and implemented an innovative, cost-effective solution for the strategic management of estates and facilities services. The Estates Intelligence model and our 6 A methodology; Aggregation, Automation, Asset Management, Assurance, Audit and Analytics, enable the strategic management of estates and facilities services, which is an evolving model in the FM market.

As part of the ongoing growth of its Estates Intelligence, KBR is actively recruiting to expand its team to deliver current and future public sector Estates Intelligence contracts.

About the Role

The team is looking for a Systems Support Lead with experience in leading a team to carry out day to day operations and provide 1st line and 2nd line support to consistently meet our client obligations. The role is responsible for the personal development of direct reports, internal and external stakeholder management, service transition, operational planning & reporting and working with suppliers to deliver the service obligations to KBR’s clients. Though the role is not hands-on, the role requires an appreciation of supporting systems hosted in the cloud and technologies and Microsoft technologies.

In-depth understanding and extensive experience in operating environments compliant with ITIL standards. Directing day-to-day operations according to KPIs and SLAs. Supervising workload of 5+ support analysts. Providing line management for Support Analysts, including performance reviews, training, and handling escalated queries. Adhering to tight deadlines for continuous improvement, conducting root cause analysis, implementing changes, and ensuring effective communication across the organization. Identifying process issues, providing feedback, and fostering strong relationships with internal and external teams. Monitoring ticket management and operational tasks. Planning and reporting operational activities. Overseeing acceptance of new or modified scope into service. Enhancing team quality and processes for continuous improvement and customer satisfaction.

We're seeking candidates with expertise in managing operational environments and experience in managing a team. Candidates should excel in identifying process improvements, fostering relationships, and integrating new scopes into service. We prioritise individuals dedicated to continuous improvement and customer satisfaction in a dynamic environment.

Required Skills & Qualifications

Essential:

• ITIL Foundation or Practitioner
• Experience in using Jira or similar tool to manage tickets raised by customers
• Hold held or are eligible to apply for Security Clearance to CTC level

Desirable:

• Degree qualified in IT / Computer Science / Cyber Security
• Experience working within a Dev(Sec)Ops environment

The role is based at either Leatherhead. Hybrid (2-3 days office and WFH) with occasional travel to Swindon.

Better, Stronger, Together

Our employees are the heart of everything we do. That’s why we’re dedicated to creating collaborative environments that transcend cultures and geographical boundaries, where all ideas, viewpoints and input are heard, respected, and considered.

Working at KBR means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration. That is how we supply our clients with cutting-edge solutions and services.

INCLUSION AND DIVERSITY AT KBR

At KBR, we are passionate about our people, sustainability and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of teams philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient and safer.

We Deliver — Together.

KBR EQUAL OPPORTUNITY EMPLOYER STATEMENT

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.