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Technical Support Team Lead

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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.


*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