Enterprise Support Tech Lead

Enterprise Support Tech Lead
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London, United Kingdom
We are seeking an Enterprise Support Tech Lead to assist in the leadership of our support services at one of the most critical connection points with our internal customers. Our goal as an organization is to deliver excellent technical/non-technical support with outstanding customer service, satisfaction and timeliness. This position is part of the Enterprise Operations organization and requires a diverse and flexible skill set for supporting a wide variety of services across our company. The Enterprise Support Tech Lead is responsible for the quality of the overall IT service delivery to the region/site/desks. The position is seen as an IT leader and a people management role, therefore strong interpersonal skills are a must. In this position the technical lead is expected to understand the business being supported in order to ensure deep contextual feedback to the IT service line and IT Application development teams. The ideal candidate must have strong cross-functional technical skills including but not limited to PC/Mac desktop support, networking, audio/visual and video conferencing support and project delivery. This position is part of the Enterprise Operations Organization, and as such, candidates must be passionate about technology, live for amazing customer service and have the ability to thrive in a fast-paced, high-pressure environment.
Enterprise Support Tech Lead Responsibilities
  • Responsible for solving issues, driving enhancements, and improving support for all IT related functions: operational support, application support, and service delivery
  • Maintain highest service quality possible for all IT operational activities
  • Effective management and prioritization of all IT escalations
  • Establish strong relationships with IT Service owners (Logistics, AV/VC, Event Operations, Corporate Networking, Infrastructure, SalesApp support) and the business (sales, marketing, engineering, HR, finance etc.)
  • Provide data driven advice to IT service owners and leads when it comes to regional business trends and needs
  • Identify trending issues, gaps in process or standards, and shares with cross-functional teams
  • Performs service reviews with reports and cross functional partners
  • Gather business insights on where IT can drive more business impact
  • Ensure IT staffing of both the field staff and service lines is matched with customer demand
  • Develop, coordinate and lead local and worldwide IT projects and initiatives
  • Drive communication and priority within the business and global teams to ensure consistency across the organization
  • Evaluate how your customers are using IT toolsets
  • Identify gaps and plan for appropriate training
  • Use performance reporting and user analysis to identify appropriate user training initiatives to ensure the highest levels of knowledge and adoption of technology in relation to the software and systems Facebook utilizes
Minimum Qualifications
  • 5+ years of experience in an Enterprise Operations Management role, or similar, in a global organization
  • 5+ years of experience in support and troubleshooting Windows and Mac OS platforms (Mac OSX 10.10+, Windows 10) including mobile devices running Apple iOS & Android mobile operating systems
  • 4+ years experience working with Linux in a desktop or server environment
  • 5+ years of experience using an Enterprise ITSM solution such as ServiceNow, Remedy, Jira or similar
  • 5+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
  • 5+ years experience working with various collaboration suites (Office 365 and/or G Suite)
  • 5+ years experience as a technical specialist, leading a small team of 5+
  • 5+ years working in a customer facing role providing customer service
Preferred Qualifications
  • Bachelor's degree in MIS, CIS, or equivalent work experience
  • Experience in leading and developing service delivery for a team of technical experts with a strong focus on world class customer service
  • Strong business acumen and working knowledge of applications/business processes
  • Experience working proficiently with minimal daily guidance and bring mature seasoned skills when working with production systems
  • Proven relationship skills that carry across the technical spectrum and multiple geographical locations
  • Experience working with a Project Management tool such as Asana, Jira, MS Project, Rally, or similar
  • Experience growing or scaling an IT organization at a global scale, keeping pace with Meta's explosive growth
  • Experience in partnering with stakeholders and providing clear \ actionable feedback when necessary
About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.
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Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.