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2nd Line Support Team Leader

3 months ago

Leeds, United Kingdom EMIS Group Plc Full time

2nd Line Support Team Leader Job working remotely as part of the growing service desk team at EMIS.

**Our Vision and Your Impact**

Our vision is to be the leading provider of innovative healthcare technology that ultimately improves people’s lives. Are you interested in becoming part of that vision working in technical support for our customers?

Responsible for providing essential technology to 10,000 healthcare organisations across all major UK health sectors, we are looking for a **2nd Line Support Team Leader** to lead and manage a team of around 10 technical specialists that support our EMIS Web customers.

At EMIS, we embrace new ideas and innovative solutions and we want you to bring your knowledge and expertise in technical support to this highly valued team. This is an exciting opportunity for you, as a Support Team Leader, to mentor a team consisting of 2nd Line Support Analysts.
- This 2nd Line Support Team Leader job will by a hybrid working pattern with 2 days in the Leeds office and home working._

**What you’ll do**:
As a 2nd Line Support Team Leader, you will work effectively to ensure service is maintained to our customers through resource management and capacity planning of the service desk. You will promote of culture of development and continual improvement in the team.

We’re looking for collaborators who will proactively engage with various stakeholders to transform activities and workflows in the team. As a hands on Team Leader, you will be responsible for the day to day management of direct reports including absence management, monthly reviews and holiday booking. We will look to you to ensure that adequate resource is in place to meet customer demands and managing escalations.

Other key responsibilities and accountabilities will include;
- Creating reports on staff performance and inbound call statistics to measure productivity and anticipate trends in call volumes.
- Establish clear objectives, evaluate progress made and instill a highly efficient and supportive culture with focus on teamwork and service excellence by building a result-orientated, high-quality team.

Within this 2nd Line Support team, you have the opportunity to grow your technical experience in a support service function and be provided with the tools for career development.

**Who you’ll be**

We need you to be an experienced Support Team Leader in a service desk environment with a passion for motivating, developing and mentoring your team. In your previous Team Leader roles you will have experience in managing a team of technical support analysts or 2nd Line Support Analysts. You will have exposure to resource planning and being the point of contact for the team for escalations.

You will be inquisitive, understanding the needs of our customers and internal stakeholders through collaboration within support and the wider business. Transformation is key at EMIS, you will foster a culture of continual improvement through performance and processes.

With an excellent working knowledge of ITIL principles or ITIL certification holder, you will have a proven record of taking ownership of incidents ensuring that they are resolved in SLA and technical troubleshooting.

Technical skills we are looking for you to demonstrate include;
- Basic understanding of SQL or basic Windows troubleshooting administration.
- Working knowledge of ServiceNow and other ticketing systems (Jira, Heat, etc)
- Strong documentation skills around process and best practices.
- Manage delivery on agreed SLAs and ensure all support issues are fully understood, managed and resolved.
- Strong analytical thinker and problem solver.

**What we’ll give you**

An excellent opportunity for a 2nd Line Support Team Leader to develop and grow within a fast-paced business. As well as a competitive salary, you will also receive 25 days holiday plus excellent employer pension contribution, access to LinkedIn learning and other lifestyle discounts. To make sure you’re never out of pocket you will also join the health care cash plan that allows you to claim back medical, vision, and dental treatments, through to physio, reflexology, and much more, totalling over £2000 a year.

LI-JC