Our client is a leading Software and Services organisation and they are looking to hire a Support Team Leader for their Managed Services division to be based out of their offices in Southampton. The role reports into the Head of Services and you will be responsible for leading, motivating, managing and developing the support teams in our Managed Services Division including; 1st line Services desk, 2nd Line Support and 3rd Line Support. These are the teams responsible for providing pro-active first fix and post-sales support to our Managed Service Customers.
The ideal candidate will have previous support management experience, a natural talent for getting the best out of teams and a sound understanding of the technologies we support; broadband, leased lines, IP VPN, firewall security, physical and "cloud" hosting. This role will also provide support to colleagues in the Managed Services team acting as Service Delivery Manager during annual leave and absence. This job requires travel occasionally.
Responsibilities and Duties
To ensure the level of service purchased by the customer is achieved or exceed
Provide hierarchical escalation in line with the Escalation Policy
Invoke established hierarchical escalation to ensure SLA's are achieved
To build and maintain strong relationships with internal departments and teams along with third parties.
To develop and maintain a comprehensive understanding of the team's processes and the role they play in providing exceptional customer service
To minimise incident management errors and complaints
Representing the Service Desk in a professional manner. Setting the benchmark for the rest of the team and ensuring the team produce work of the highest standards
To implement departmental strategy development plans and identify opportunities to enhance quality or value of service to customers
To coach and develop team members' incident management knowledge and skills, identifying and reporting training needs to Head of Services
To take responsibility for all issues that arise within the team, escalating when appropriate
Ensure all work carried out is within the defined company policies and procedures as well as the ITIL framework
To have an awareness of the operational risks of the department, escalating issues or changes and maintaining accurate information to support these
To ensure the Principles of Treating Customers Fairly are adhered to at all times
To conduct post-error analysis, taking necessary action to prevent recurrence
To provide accurate and timely reporting as requested
Responsible for Team management of direct reports including:
Recording and monitoring of sickness/absence and performance levels (SLAs and KPIs)
Workload management and allocation
Escalating absence, performance or disciplinary issues
Holding regular one-to-one meetings
Act as Major Incident Manager as required
Qualifications and Skills
Demonstrable track record of success in a senior level position within a IT managed services provider.
Willingness to try new things to influence and embed change
Strong communication skills (both written and verbal) with the ability to establish long lasting rapport
Strong problem solving and trouble shooting skills
Strong influencing, negotiating and decision making skills
Excellent time management, organisational skills, attention to detail and the ability to work to deadlines
Reliable and punctual
Proactive - always a step ahead, preparing in advance and not leaving things to the last minute
Positive attitude - acting calmly and positive at all times
Good experience with Window Servers 2003 onwards
Good knowledge with Active Directory and Microsoft Exchange
Good understanding of Citrix
Must have great communication skills
Competitive salary depending upon your experience and skills
Excellent benefits from day one: contributory pension, life insurance, income protection insurance, childcare voucher salary sacrifice, cycle to work scheme, and employee assistance programme
Learning environment working alongside experts in the latest technologies
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