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Information Technology Support Team Lead

4 months ago

Swindon, United Kingdom The People Network Full time

Technical Support Team Lead


The Technical Support Team Lead is required to join the growing 24/7 IT Service Operation Support team who collectively deliver a world class seamless service.


In this exciting Lead Technical Support role, you will work within strict SLA timelines meaning restoration of service is a priority, short-term workaround solutions can be required if the longer term solutions need to be developed. Problem Management’s role is to protect clients from any known issues.


This is a fantastic opportunity for someone who comes from an IT support background looking for the next step up in their career. You will get to join a supportive, collaborative team where you will have the trust and autonomy to deliver and realise benefits for the business.

You will be split across Problem Management and Third Line Support Lead and will act as the escalation point for other Analysts and Engineers in the team.


Day-to-day you will be responsible for:


  • Help to build, manage and own the problem management process in line with the business and client requirements.
  • Operate as the senior team member in charge in the absence of the Problem Manager.
  • Identify and classify Problems and their root cause, ensuring a timely resolution to prevent recurring Incidents in accordance with the Problem Management plan.
  • Provide recommendations for improved Service Desk levels
  • Help to define and implement criteria and procedures to report problems identified.
  • Investigate and diagnose problems using relevant SMEs to assess root causes.
  • Help to support and develop your team to achieve the highest level of client satisfaction.
  • Act as the escalation point for other Analysts and Engineers
  • Optimise support tickets/ workflows in line with Support Standards and Procedures
  • Manage client escalations during shift, as well as ensuring your entire team regularly communicates internally and externally on all issues and live tickets
  • Resolve a range of complex issues



To be considered you will bring broad experience in an IT Support/ Service Desk /Incident Analyst/Problem Analyst role. You will have demonstratable experience of leadership and problem solving skills.


Other experience required:


  • Experience in writing and using SQL queries.
  • Unix – ability to navigate file system and interrogate/edit files.
  • Ability to define and design complex solutions.
  • Client relationship management.
  • Ability to help build high performing teams.
  • Degree in Computer Science or Scientific/Technical discipline.
  • Ability to read Java code is highly desirable.



This is a hybrid role where you can expect to visit the office in Swindon 3 times per week, sometimes more, sometimes less, depending on business requirements. There is plenty of flexibility on offer.


In return, you can expect a salary of up to £40,000 plus excellent benefits including a 10% bonus, contributory pension, 25 days holiday and other perks.



If you are looking for that next step, then APPLY NOW – interviews taking place immediately.