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Technical Support Team Lead
2 months ago
You will be responsible for leading mid-sized team and will require an in-depth knowledge of support and supporting systems in a 24x7x365 environment. You will have the ability to work under pressure and own initiative and make tough decisions where necessary for the success of the business. A good general knowledge or hardware, infrastructure, operating systems, understanding of ITIL support processes and procedures and excellent people management skills, with a committed want-to-succeed attitude and capable of driving the team to perform under pressure.
*This role requires SC Clearance*
What you’ll be doing:
- Managing a busy team of Technical Analysts from Junior to Senior
- Ensuring that the team support the business to defined standards and SLAs for Incident, Request and problems
- Ensuring that work has agreed and defined deadlines and that the team work to those deadlines
- Ensuring that support documentation is up to date and fit for purpose
- Ensuring that the team are trained on the job to handle cases from all disciplines support by the team
- Setting SMART objectives and measuring performance against the appraisal process
What we’re looking for:
- 24x7x365 client facing high throughput environment
- Microsoft Azure Applications Management
- A multi-terabyte SqlServer/Oracle environment
- With Networking in a large organisational structure and leveraging relationships
- ITIL working practices and procedures
- Using Remedy or a similar Ticketing system
- Working knowledge and working with 3rd party of Infrastructure and Networking Teams
- Strong Team Leadership skills.
- Strong personnel management skills.
- Strong organisation, prioritization and coordinate effectively.
- Able to work under own initiative and make justified informed decisions