Technical Team Leader

4 weeks ago

Crawley, United Kingdom Uptime Solutions Ltd Full time

**Technical Team Lead** - Job Description

**Department**: Operations

**Company Overview**:
Uptime Solutions provides a range of products and services to assist MSPs to delivery outstanding managed services. Our company offers a range of technical services including helpdesk, NOC, SOC and project delivery services to enable MSPs to outsource any part of their technical delivery that they might be experiencing issues with, all with communication and the best customer experience at the heart of everything we do.

**Job Brief**:
You will manage a team of engineers to ensure that as a team outstanding managed services is at the core of everything we deliver.

As a Technical Team lead you will have leadership, management and accountability of the SLA compliance of your team and ensuring that the team deliver the highest levels of customer satisfaction. You will be the escalation contact for 1st and 2nd line engineers on your team, when they have an issue they are unable to resolve you have the responsibility to assist in overcoming the obstacles.

Your role would be split between team management and a high level of technical delivery.

The goal of the Technical Team Lead is to ensure your team provides quality technical support creating customer satisfaction and SLA compliance to 95% and above.

**Overall responsibility for Technical Team Lead**:

- Ensuring that all customer communication is done in a customer centric manner
- Coach the team to be able to deliver an average of 10 tickets closed per team member per day (this does not have to be equally divided amongst team members but should be the average)
- Provide mentoring to the technical team to ensure they are working efficiently and with accuracy
- Ensure our processes and SOPs are followed by the technical team and work with the Service Delivery Manager to improve processes as required to enhance customer experience
- Demonstrate the company core values
- Deliver on team closure targets

**Requirements**:

- Expertise in people management and leadership
- Aptitude in technical problem solving
- Ability to identify when a ticket needs to be moved to another engineer for best execution
- Strong organizational skills
- Capacity to train and guide junior team members
- Ability to manage and prioritize tasks efficiently

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