Ict Team Leader

4 weeks ago


Liverpool, United Kingdom TribePost Full time

**ICT Team Leader - About the role**

This is a great opportunity to join our existing team within a well-established and reputable MSP based in Liverpool, Merseyside.

**ICT Team Leader - Key Tasks**
- Lead and develop a high-performing IT Service Desk based on ITIL principles and ensure the development of team members with the appropriate succession planning in place.
- Drive the implementation of key IT service desk processes such as Root Cause Analysis, Change Control, and high-quality document creation.
- Provides support to customers by verifying understanding of requests; answering technical questions and support
- Provide sales team with pre-sales support, attend onsite or phone-based meetings with field sales staff
- Carry out site surveys for larger complex opportunities and provide written reports where required for the sales team and clients.
- Provide the Sales team with pricing and technical assistance in preparing proposals
- Attend Service Delivery meetings as required
- Providing updates to Sales and Customers during the provisioning life cycle
- Ensuring that services are connected in a timely manner and within defined SLAs
- Provide/organise relevant support and training to Staff for specialist products
- Respond to requests/issues/escalations identified by clients and works with the wider team to ensure action plans are developed and issues are resolved.

**Administration**
- Update and maintain company CRM and Service Desk system.
- Updating partner systems, prior to connection and fulfilment by the team.
- Updates job knowledge by participating in educational opportunities and attending training as required.
- Provide reports as required.
- Any other reasonable duties as requested by their Line Manager, these may include special projects as defined and agreed by the Management team.

Efficiency & Effectiveness
- Liaise with Line Manager to plan work in advance.
- Report any issues in the processes and procedures that can be improved.
- Ensure completion of work within relevant deadlines.

**Employee Relations**
- Engage with relevant stakeholders to ensure your own personal development, engagement and business knowledge.
- Liaise with management regarding any HR issues that may arise.
- Assist other departments in making technical decisions.

The above responsibilities are indicative of the type of work required and should not be seen as an exhaustive list.

**General/Expectations**
- The service currently operates from 8am to 5.30pm, Monday to Friday.
- Assist colleagues and customers in the use of information technology systems to carry out duties in the most efficient and effective manner.
- To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by the line manager.
- To implement the Equal Opportunities policy into daily activities wherever possible.
- To be responsible for your own health and safety and that of your colleagues, in accordance with the Health & Safety at Work Act (1974) and relevant EC directives
- To work in accordance with the General Data Protection Regulation (GDPR) and new Data Protection Act 2018

**What we need from you**:
As part of the technical support team the role requires additional and essential demonstrable skills in a number of additional areas including, but not limited to:

- Microsoft Office 365 Installation, Migration and post-sales support to customers
- Microsoft Windows Server installation and infrastructure support.
- Microsoft Office 365 Exchange support
- Microsoft Azure and/or other cloud-hosted environments such as AWS.
- Network support experience and exposure to Firewall/Router configurations.
- Second and third-line fault diagnosis
- Experience with disaster recovery software such as Redstor and continuity planning for critical IT systems.
- Knowledge and experience in managing VOIP phone systems to support customers.
- Exposure to Mobile Device Management software.

**Person Specification**
- Positive outlook, good communicator
- Experience in MSP
- 2nd and 3rd line experience
- Leading a team
- Azure background


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