Support Team Leader:
Support Team Leader, Application Support Team Lead, Support, SQL, Managed Services, Development, ITIL, Technical Support Team Lead
Support Team Leader:
Are you a talented Support Team Leader who can co-ordinate and motive the team, has a passion and desire for customer service and to excel in their role. Support Lead Team Leader will be responsible for managing a small Managed Services 3rd Line Team, providing technical solutions and advice for the software products provided by the business. The role is instrumental in working with the support teams and delivering improvements in customer support and experience
This is an exciting time to be part of growing company where you will be able to make a difference and realise personal development.
Support Team Leader - About the company:
Do you want to be part of a successful organisation, that delivers software for the commercial , private & public sectors, supporting a range of Infrastructure, software applications and customers? The role will be focal point for the 3rd Line Managed Services team.
Support Team Leader - About the role:
The Support Lead Engineer role will be office based in the Fareham office, working closely with a team of technical support engineers ( 3rd line) who are involved in supporting customers using the company’s software and infrastructure, building a strong technical awareness of the full technical skillset.
As Support Lead Team Leader you will be responsible for ensuring the team performs to the highest levels and SLA commitments are met with exceptional customer service, and be a conduit between support and technical consultants. You will be involved in managing complex IT issues ( incidents and problems) and critical IT outages. You will need to have strong communication skills, both written and verbal and the ability to take ownership of incidents, whilst ensuring issues are being prioritized and resolved effectively.
This role reports directly to the Support and Operations Manager and will need some technical understanding of some of the following technologies: SQL, MS Exchange, VMWare, Citrix, MDM, Scripting / PowerShell.
Technical skills around MS & Windows Infrastructure, Networking, Servers, Cloud all of interest.
Support Team Leader - Key Responsibilities:
- Reviewing technical IT incidents / problems and IT outages, with view to create efficient support solutions.
- Be focal point for support team, ensuring high standards are consistently preserved, recognising strengths and weaknesses and acting on them. Some mentoring of support team to analyse and implement suitable solutions.
- Be focal point for customer escalations
- Working in an integrated environment across multiple technologies
- Identify recurring technical faults and working with internal departments to help resolve.
- Some technical knowledge of VMWare, Networking, Citrix, MS Exchange, SQL
- Ability to highlight and implement service improvements, working with clients, Incident & Problem Management functions and 3rd parties.
- Make sure team follow best practice and internal processes.
- Understanding of ITIL and implement some of the procedures into the team.
Support Team Leader
- Essential Skills:
Candidates must have some exposure to most of the skills listed below:
- Proven track record in delivering an excellent service to customers and key stakeholders
- Previous experience of managing a 3rd line technical team
- Good understanding of Networking, Servers, Microsoft Applications, Windows technology
- Excellent problem-solving skills with the ability to identify root cause and implement controlled changes
- Must be able to demonstrate technical ability at all support levels and the links into Implementation and Development.
- Excellent time management skills with the ability to manage conflicting priorities
- Some SQL understanding,
Support Team Leader - Benefits (Negotiable)
- Basic salary of up to £45k on offer
- Pension
- Healthcare
- 25 days hols
- Flexible benefits package
If you are keen to join progressive company, who are moving to a new phase of Infrastructure support within their environment, bringing in new process, structure and help the company on this journey please apply. You will be given the opportunity to learn and progress within their environment.
Langland Consultants acts as an Employment Agency /Business with regards to this vacancy. As an Equal Opportunities employer, Langland Consultants welcomes applications regardless of race, gender, nationality, ethnic origin, sexual orientation, religion, marital status, disability or age. All applicants are considered on the basis of their merits and abilities for the job.
By applying to a job advertised by Langland Consultants or providing your contact information to show interest in a job advertised by Langland Consultants, you consent to the disclosure of your information to us in order to assist our legitimate business needs. This includes agreeing to us in storing your information and allowing us to contact you in regard to suitable job opportunities in the future.
You are within your rights to ask us to remove your information at any time.