Technical Support Team Leader

2 weeks ago

Newcastle upon Tyne, United Kingdom Pulsant Full time

Hybrid working - 3 days in our Gateshead office and 2 from home
- Manage and lead a team of 6
- Join a supportive, friendly and nurturing team and culture with strong track record of career progression

**About Pulsant**:
**Job purpose**:
The Technical Support Team Leader (known internally as Team Leader - Technical Resolver Group) is a leadership role in the Client Service function. This position is responsible for our tier 3 Senior Support Engineer team and ensures stability of Pulsant services whilst delivering a positive client experience.

**Key responsibilities**:

- Develop and nurture a client first culture throughout the Senior Support Engineer Team.
- Team leadership of the Senior Support Engineer function, ensuring that the team (of 6) are equipped with the right tools and skills to deliver a world class service to Pulsant’s clients.
- Utilising technology skills and industry experience to mentor and guide the Senior Support Engineer team.
- Provide true client advocacy and act as a client champion with key internal and external stakeholders.
- Develop and manage strong relationships, working closely with peers in Client Service and the wider Pulsant organisation to deliver and focus on an end-to-end experience.
- Provide input and direction on best practices, processes, procedures and strategies, industry trends and technology that contributes to continuously improving the Pulsant client experience.
- Ensure that appropriate content is created and maintained across the function including but not limited to knowledge articles, process documents, training materials, reporting documentation, standards documentation, client facing documents, etc.
- Ensure the team has sufficient levels and balance of technical and client/soft skills and will monitor people performance in conjunction with development plans.
- Identifying and highlighting risks which may pose a threat to Pulsant’s ability to provide world class services to our clients, ensuring that actions can be clearly identified, tracked, and executed to suitably mitigate such risks.
- Develop and implement KPI’s and standard reporting criteria for Senior Support Engineers and provide meaningful and insightful information and analysis to the Pulsant leadership team.
- Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for direct reports.

Weekly hours are 37.5 between the core business hours of 8am-6pm. The role may involve some Oncall and limited OOH working.
- Experience of working within an IT service provider environment
- Strong technical knowledge of public and private cloud and general IT services
- Strong technical knowledge of network, security, and connectivity solutions
- Strong people leadership skills, leading and managing of people at various levels of their career
- Experience of leading transformation of client experience within a complex environment
- Strong communication and presentation skills
- Experience of defining and driving improvements using Key Performance Indicators and data driven conversations.

**Why work for Pulsant?**
- At Pulsant, you can expect variety and a challenging, fun working environment - where culture and well-being are as important as career development and training. The company offers fantastic career progression opportunities and there is a friendly environment with a team that feels like a family. As such almost half of employees have been with Pulsant for 5+ years.
- We offer a hybrid working model where you can work two days a week from home. And whilst in the office collaborating with your colleagues, you’ll benefit from a fresh, open space to work and collaborate in, modern kitchen facilities and break-out areas to relax during breaks.
- In addition to the great training and the opportunity to develop your personal, technical and leadership skills - our company perks include:

- Pension
- Private Healthcare and Health cash
- Cycle to work scheme
- Free breakfast & snacks
- Access to unlimited learning content through Udemy
- Team socials
- Wellbeing day off
- Your birthday off
- Pulsant rewards / cashback scheme

To hear more about working at Pulsant check out:
**The interview process will involve**:

- An initial phone screen focused on your experience, career goals and your questions about Pulsant
- Interview with the hiring manager over Teams
- Face to face interview with the Director of Client Services

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