Network Team Leader

6 months ago

Wakefield, United Kingdom Nasstar Full time

**WE’RE RECRUITING**

As one of the UK’s fastest growing MSP's, we’re on the lookout for a Level 2 Network Team Leader who enjoys being hands-on and leading by example

Location: Position can be based Hybrid in either our Telford or Wakefield office (3 days office & 2 days remote)

**Salary**: Competitive base + benefits

**Job Type**: Permanent

**The role**:
The Team Leader provides leadership and direction to their team members, to aid in providing a 1st class service to our customers. This will be a hands-on role, leading by example to ensure all expected deliverables are achieved.

You will work closely with your aligned Customer Operations Manager (COM) to provide direct feedback on how your team members are performing, highlighting any areas for operational improvement, and identifying gaps in process that need to be filled.

You are responsible for ensuring that your team members are on-boarded in an effective and controlled manner to give both them and your team the chance to succeed. You will also work with the Technical Mentors, to identify knowledge gaps and areas for training and equally progression.

You are to assist with Jeopardy management through management of escalations and ticket reviews with the engineering team, ensuring tickets are progressing effectively or being escalated in a timely fashion where needed, ensuring ticket updates meet required standards. Reviewing ticket trends to identify problems and raise relevant problem tasks to reduce re-occurrence of common issues. Ability to utilise toolsets available to produce reports and act on them effectively.

**What success looks like?**
- Deliverable 1: Build a high performing technical team, that are always looking to improve & develop.
- Deliverable 2: Create a positive culture in your team, based on professionalism, pride and excellent service delivery & customer service.
- Deliverable 3: Support team members in their prioritisation of incidents and general workload.
- Deliverable 4: Act as an escalation point and decision maker for service-related issues. Identifying bottlenecks and work with your COM to build & implement service improvement plans.

**Experience/Skills**:
Prior experience managing a team of Level 2 Network Engineers

Experience working in a technical customer facing role within a busy ISP, Telco, or Managed Services environment.

Experience working with and adhering to Incident Management procedures

Experience supporting end users across a variety of locations

Strong knowledge of the customer support flows, troubleshooting skills, techniques, and tools.

Experience of ITSM systems and automating Service Desk processes

Experience of working as a senior member of the Service Desk team providing an escalation point to other Service Desk Analysts, coaching, mentoring, and training to the team.

An ability to explain technical content to non-technical audiences.

**About Nasstar**

With an impressive portfolio of customers, supporting the modern business is what we do, and we’re pretty good at itif we do say so ourselves But delivering greater flexibility and improved efficiencies to our clients wouldn’t be possible without the right team on board.

We are lucky enough to be supported by a talented bunch - from technical specialists to marketing consultants, and strategic sales heads. Could you be one of them?

Modernise to maximise

More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with

What you can expect from us:
At Nasstar, we know the importance of looking after our employees - after all, it’s the team that underpins our business

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:

- 25 days’ holiday (excluding bank holidays)
- Flexible working
- Top tech
- 4x annual salary life assurance
- Health cash plan
- Retail discounts and other perks from major brands

**Job Types**: Permanent, Full-time

**Benefits**:

- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Store discount
- Work from home

Schedule:

- Day shift

Work Location: Hybrid remote in Wakefield

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