Service Desk Team Leader

7 months ago

Manchester, United Kingdom ANS Group Full time

**The role**

Our Cloud & Digital Team are looking for an experienced Squad Leader to head up a team of experienced Level 2nd / 3rd line engineers within our Managed Services department, ANS are leading Cloud & Digital experts and a Microsoft Azure Expert MSP based in Manchester. Reporting to our Cloud & Digital Group Leader, you will be responsible for leading a close-knit team of multi and highly skilled engineers who support and manage varied technologies within our cloud & digital customer base. You will be responsible for supporting and managing our customer base from our operations centre, as well as managing the engineers within the team. This role will be based in our Manchester office with the flexibility to work in a hybrid set up.

**What will I be doing?**
- Leading a squad of Level 2 and Level 3 engineers who will be supporting ANS’s Cloud and Digital customers.
- Understand, maintain and deliver relevant training to their analysts regarding the current service desk procedures.
- Ensure all their engineers have regular structured 121 sessions each month.
- Ownership of Performance & Development Reviews (PDRs) for respective Engineers.
- Hold daily, structured squad stand ups.
- Work closely with the Group Leader around all aspects of the continuous service improvement plan, contributing where required.
- Working closely with your peers and meeting regularly to discuss improvements and opportunities for automation (Squad Leaders).
- Be a point of technical and functional escalation for our customer base including being part of the Duty Manager on-call rota.
- Help customers drive further product usage and feed opportunities into Customer Success Team.
- Work with ANS Professional Services to ensure a smooth transition from project to service & BAU.
- Drive continuous service improvement including but not restricted to:

- SLA and KPI performance.
- Net Promoter Score performance.
- Problem Management.
- Identify customer trends in usage, cases & issues and implement relevant automation techniques and runbooks for future recurrences of issues.

**What will I bring to the role?**
- Experience supporting systems on a 3rd line basis in at least 2 of the following areas:

- Microsoft Azure
- AWS
- Windows Server
- O365
- Knowledge of ITIL processes
- Knowledge of DevOps and agile processes

**Why work for ANS?**

At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative - and we do it like no other. We invest in our people. In training, development, health and more - we give you the benefits and flexibility to maintain a happy work-life balance.

We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.

**What’s in it for you?**

With fantastic benefits, an inclusive culture, and a cool office space, we’re your kind of workplace.

**Company benefits**
- As standard: 25 days’ holiday, plus you can buy up to **5 more** days
- **A little extra**:we’ll give you your** birthday off, **and an extra** celebration day **for whatever you want **Tying the knot?** You get 5 days’ additional holiday in the year you get married. Oh, and 5 **volunteer days**
- Private health insurance
- Pension contribution match and 4 x life assurance
- **Flexible working** and **work from anywhere** for up to 30 days per year (some exceptions)
- Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay
- Company social events - get ready for a jam-packed calendar
- Electric car scheme
- 12 days of personal growth development time

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