2nd Line Client Side Support Team Lead

7 months ago

Hemel Hempstead, United Kingdom Sopra Steria Full time

This is a new opportunity for an expert 2nd Line Team Leader to manage a team of IT Professionals working on a very large, complex and hugely exciting IT Estate. Managing a team of engineers providing SLA driven EUS support to ITIL standards and schedule, you will supervise and prioritise Incidents and Work Orders via the Service Management Tool to make sure SLA’s and OLA’s are met.

You do need to be eligible for SC Clearance for this role and prepared to go through DV clearance.

Portsmouth Based.

**What you'll be doing**:

- ** **Lead and participate in projects focusing on Technical issues on the site
- Maintain high level of communication with the users
- Develop service improvements opportunities
- Ensure desktop and laptop systems are built and configured to corporate specifications Assist with Business Continuity activities/incidents
- Ensure team are full proficient with the policies and procedures on the BMS
- Ensure all staff is competent to carry out their roles and realise their aspirations and develop team’s personnel development plans
- Provide 1st Line backup support capability to the Service Desk and Service Group during periods of high call volumes or staff shortages
- Carry out the day to day management of the EUS2 Team dealing with escalations and priorities

**What you’ll bring**
- Proven experience managing a team at a second-line level in a complex IT support environment
- Customer Relationship Management
- An understanding of project delivery frameworks
- Ability to identify issues having a commercial impact
- Understanding of Thin Client environments.
- Knowledge of MECM, Procmon and VMWare

**It would be great if you had**:

- Resource managment
- Printer management
- Device encryption Bitlocker
- Experience of secure remote access
- ITIL

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you

**Employment Type: Permanent**
**Location: Portsmouth**
**Security Clearance Level: Eligible for SC Clearance and prepared to go to DV Clearance**
**Internal Recruiter: Jane**
**Salary: To £42K**
**Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension, and generous flexible benefits fund**

Loved reading about this job and want to know more about us?

Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety
- and security-critical markets.

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