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IT Support Team Leader - Chessington, London

Chessington World of Adventures Resort
Chessington, London
Closing date
11 Jun 2024

Job Details

IT Support Team Leader - Chessington, London

Job Type: Full Time

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

Due to continuing growth and development of Merlin’s attractions and brands on a global scale, we are looking for a IT Support Team Leader to join our Technology department on a permanent basis. The role will be based at our Chessington Resort office.

Your responsibilities will include managing IT Support Analyst Rotas to ensure round-the-clock support, prioritising workloads for operational excellence, and serving as the point of escalation between the business and Merlin Technology. You'll also be instrumental in supporting and developing analysts, ensuring they're equipped to deliver exceptional service.

Key objectives in this role include acting as a point of escalation for local support analysts, managing team performance and development, and representing Merlin Technology across theme park locations and other attractions. You'll work closely with local support teams and the UK IT Manager to enhance IT services and champion continuous improvement.

Qualifications & Experience


  • Excellent desktop, application, and hardware support skills acting as a Senior point of escalation for IT Service Matters
  • Outstanding Interpersonal and Business relationship management ability, working with your primary attraction and providing timely and professional updates.
  • Excellent knowledge of operating systems (Microsoft Windows including LTSC, MacOS, iOS, Android)
  • Exposure to / Experience using Microsoft Management systems including SCCM, Microsoft Azure/Entra Active Directory.
  • Understanding and experience of both domain joined Workstations and Cloud managed devices.
  • Experience/Exposure to Digital Signage solutions
  • Team Leader/Management experience
  • First Line Support Escalation procedures
  • Service Now Reporting and Management
  • Confidence with Cable Patching, and experience of being Remote hands for installation and troubleshooting of Cisco, Fortigate and other Switching/Routing/Storage Solutions.
  • Able to travel when required.
  • Able to work outside of normal working hours when required (For example to complete out of hours Change Work)
  • Full UK Driving license for attraction site visits when required
  • Weekend support required on a rota basis

Desirable Knowledge and Qualifications   

  • Ability and experience with Structured Cabling and Testing.
  • Experience of accessing and completing basic Access port config of Cisco Switching infrastructure using CLI
  • ITIL Foundation Qualification V3/4
  • Knowledge of POS Systems including Micros Simphony, OPOS Devices and how they function, Or Galaxy.


We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here).  Benefits include Pension, Life Assurance, discretionary company bonus, 25 days’ holiday and, of course, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, as well as 25% discount in our retail shops and restaurants and 40% discount on LEGO.

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.


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