Team Leader

4 months ago

Glasgow, United Kingdom Systal Technology Solutions Full time

Systal is a global managed network and security service and transformation specialist. We consult, deploy, and integrate multi-vendor technologies which help enterprise businesses maximise the security and value of their complex IT infrastructure. Across our 24/7 Network and Security Operations Centres, we manage over 200,000 assets across 78 countries, providing innovative and resilient solutions that that help enterprises meet complex technology requirements, replace unsecure and ineffective legacy technologies, and securely solve today’s critical IT and business challenges.

We are currently looking for a Team Leader to lead our Associate and Enterprise network Team.

**What will you be doing?**

As the Team Leader, you are responsible for the day-to-day management of our Associate and Enterprise network Team which includes the following:

- Be the interface and technical liaison (delegate technical element when not in your skillset) between your Team Member(s), the Customer(s) and Service Manager(s).
- Maintain daily network activity ensuring alert & monitoring on relevant systems are priority across managed service accounts.
- Accountable for customer & internal QA on assigned accounts, ensuring the team are working on the highest priority incidents, aged tickets and ensuring tickets do not breach SLA.
- Accountable for maintaining 24/7 resourcing and relevant documentation/toolkit for all team members.
- Responsible for administration of key account ISEC/internal compliance activity
- Enhance performance through personalised and team-level coaching, stored and documented to monitor progress - including the delivery of training & educational requirements for individuals/teams across all levels including Induction Programmes.
- Effectively manage the team to ensure their job responsibilities are met, acting as an escalation point where required.

**What skills and experience are we looking for?**

To be successful in this role, you will demonstrate the following:

- Experience of managing network, customer, or service desk teams (preferably within a network operation or contact centre environment).
- Knowledge of ITIL Framework best practices.
- Previous experience in the network services industry would be desirable but is not essential.
- You demonstrate teamwork, open communication, with the ability to proficiently coach your team and provide constructive feedback.
- Skilled in organisation, prioritisation, and time management.
- Knowledge of key contact centre operations legislation e.g., data protection, confidentiality, and safeguarding procedures

**Why come and work with us at Systal?**

Competitive salary and benefits package.

Unrivalled training and development, ensuring you stay at the top of your field. We want you to be the best in your chosen field and continuously support training.

Fantastic working environment - our state-of-the-art offices and established remote teams create a positive environment to work in both in person and virtually.

You will get the opportunity to work with like-minded individuals at Systal and we work hard to create a sociable, enjoyable working environment.

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