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Technical Support Team Lead

4 months ago

Coventry, United Kingdom Capita Full time

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.


Make sure to apply quickly in order to maximise your chances of being considered for an interview Read the complete job description below.

*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