2nd Line Team Lead

5 months ago

Cheltenham, United Kingdom IMT Resourcing Solutions Ltd Full time

We are working with a rapidly growing business who are seeking a Service Desk Team Leader to join their NOC. This is a great opportunity for someone who is currently operating in a Senior 2nd Line position looking to make the move into Team Leader or an experienced Team Leader looking for a new opportunity.

With the support of the NOC Manager the Service Desk Team Leader has a great opportunity to develop their leadership skillset and progress within the business.

**What will you be doing as a Service Desk Team Leader**
- Track update and resolve all assigned incidents, changes, and problem tickets in the IT Service Management platform
- Properly escalate incidents in a timely manner adhering to support guidelines and procedures.
- To manage the 2nd Line teams, and ensure service SLAs are met
- Train and develop your teams to ensure that you have the necessary skill sets within your teams to supply the highest standards of technical support and customer service.
- Provide line management responsibilities including conducting one to ones, setting KPI’s and Objectives, Personal Development planning, approving holiday requests, disseminating management information etc.
- Function as a technical point of escalation for the 2nd Line and Field Engineering teams as required.

**What technical experience do you need?**
- Previous experience in a Team Lead or Senior position with exposure to supporting and leading a team.
- Windows Server (2016 & 2019)
- Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
- VMware ESX/ESXi and vCenter
- Microsoft Exchange and Office 365 (SharePoint, OneDrive etc)
- Veeam Backup & Replication
- Advanced TCP/IP, switching and routing.
- Firewall and VPN configuration
- Microsoft SCCM, InTune and AutoPilot
- Citrix XenDesktop, including NetScaler.
- SAN Technologies

**Other experience?**
- Previous Team Leader and/or management experience within a similar size team
- Ability to demonstrate a high level of accuracy and attention to detail.
- Excellent communication skills: both written and verbal.
- A passion and enthusiasm for service delivery, continual service improvement and customer satisfaction

**What will you get in return?**
- Salary of up to £35,500 per annum
- Competitive pension and additional benefits such as private healthcare
- Truly hybrid working environment
- Excellent career progression opportunities and CPD

This role is based in Cheltenham and is commutable from Gloucester, Cirencester, Tewkesbury, Stroud, Bristol, Swindon and Worcester

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

**Salary**: £30,000.00-£35,500.00 per year

**Benefits**:

- Cycle to work scheme
- Employee mentoring programme
- Flexitime
- Work from home

Schedule:

- Flexitime
- Monday to Friday

Ability to commute/relocate:

- Cheltenham: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: In person

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