Technical Team Leader
5 months ago
At Mirus IT, an Advania UK company, we are looking to expand one of our dedicated teams with a **Technical Team Leader** to support and manage a team of engineers, as well as providing 2nd line support where required.
This is a **hybrid remote role**, where you'll be required to be in our Milton Keynes office 2-3 days a week.
We are looking for:
- Demonstrable experience in a **managerial role,** where you have built relationships with your direct reports and have contributed to their professional development
- Experience with **Citrix **environment
- An individual with **technical experience at 2nd line**:
- A demonstrated understanding of incident, problem and change management
- Evidence of **strong interpersonal skills** for working with teams and individuals at all levels of the organisation
- A self-motivated and pro-active individual, with the ability to drive project agendas
- Experience of **managing tickets** within a ticket handling system
This role requires you to be both technical and managerial, so your responsibilities will include:
- Achieving service level agreements, at both ticket and telephone level on both an individual and team basis
- Building relationships with customers and managing customer escalations
- Be responsible for ensuring all tickets within the team are analysed for urgency and impact, then prioritised and delegated accordingly
- Directly line manage our team of technical engineers
- Manage the teams performance, including regular performance reviews and check-ins such as 1-2-1's
- Taking part in the recruitment and selection of new team members as and when required
We are passionate about hitting our SLA's, exceeding our clients expectations and delivering excellent customer service. You will be the driving force behind this, supporting our team to ensure we achieve all of the above.
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