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Technical Support Team Leader
3 months ago
On site 5 days per week
Essential:- Minimum of 5 years in IT support roles with a focus on MS Azure, including at least 3 years in a leadership or management role. Proven track record in leading and managing technical support teams, with a strong emphasis on leadership and people management skills. Experience with mission-critical systems and a demonstrated ability to handle high-pressure situations. A background in telecoms platforms as a service or communication would be an advantage, particularly in managing cross-functional teams and stakeholder relationships.
My client is a fast-growing SME with a global presence, based in Knutsford, Cheshire, specializing in the Financial Banking sector. They are seeking a dynamic and experienced Technical Support Team Leader to join their expanding team. This is a critical leadership role, responsible for managing and driving a team of Level 1 and Level 2 support experts. This is an exciting opportunity to work onsite and make a significant impact on innovative projects involving mission-critical systems in a 24-hour operation environment.
Technical Support Team Leader Key Responsibilities:
- Leadership and Management: Provide strong leadership to the support team, setting clear goals, expectations, and performance standards. Inspire and motivate the team to achieve high levels of customer satisfaction and operational excellence.
- Team Development: Mentor, coach, and develop team members, fostering a culture of continuous learning and professional growth. Conduct regular performance reviews and identify training needs.
- Support Operations: Oversee the day-to-day operations of the support team, ensuring that all incidents, service requests, and technical issues related to mission-critical systems are resolved efficiently and within agreed SLAs in a 24-hour operation environment.
- Escalation Point: Act as the primary escalation point for customers, ensuring that their concerns are addressed promptly and effectively, maintaining a high standard of service.
- Service Ownership: Take ownership of the services provided by the team, ensuring they align with business objectives and meet customer expectations consistently.
- Strategic Planning: Collaborate with senior management to develop and implement support strategies that align with the company’s objectives and drive continuous improvement in service delivery.
- Stakeholder Engagement: Serve as the primary point of contact for key stakeholders, ensuring effective communication and collaboration across departments to address support-related challenges.
- MS Azure Expertise: Provide high-level support and guidance on MS Azure infrastructure and systems, ensuring optimal performance and reliability.
Technical Support Team Leader Key Requirements:
- Minimum of 5 years in IT support roles with a focus on MS Azure, including at least 3 years in a leadership or management role.
- Proven track record in leading and managing technical support teams, with a strong emphasis on leadership and people management skills.
- Experience with mission-critical systems and a demonstrated ability to handle high-pressure situations.
- A background in telecoms platforms as a service or communication would be an advantage, particularly in managing cross-functional teams and stakeholder relationships.
Technical Support Team Leader Technical Expertise:
- Proficiency in SQL Server administration and troubleshooting.
- Strong knowledge of Azure cloud services.
- Experience with orchestration platforms (Kubernetes, Openshift, Azure Kubernetes Service).
- Hands-on experience with Infrastructure as Code (IaC) and Automation Tools (Terraform, ARM, Ansible).
- Familiarity with CI/CD tools such as Git, Jenkins, and Azure DevOps.
- Proficiency in virtualization technologies (VMware, RHVKVM, Hyper-V, Oracle VM) and private/hybrid cloud platforms (RedHat CloudForms, RedHat OpenStack, VMware vRealize).
- Strong understanding of Operating Systems (Windows, Linux), networking (network stack, protocols, routing), and network security.
- Knowledge of application security, security protocols, cryptography, and experience with relational and NoSQL databases.
Technical Support Team Leader Skills:
- Exceptional leadership, management, and team-building abilities.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
- Strong problem-solving skills with a proactive approach to managing challenges.
- Ability to prioritize and manage multiple tasks in a fast-paced, dynamic environment.
Candidates must be eligible to work in the UK as my client does not have a license to sponsor visas.
Must have a valid driver’s license and access to a car.
With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.
