3rd Line Support Team Leader

3 days ago

Gateshead, United Kingdom Aspire Technology Solutions Full time

**About Aspire**

Aspire Technology Solutions is one of the fastest-growing IT companies in the UK. Established in 2006, we have experienced continuous double-digit growth.

We were proud to be named as the North East Business of the Year in the 2020 North East Business Awards.

We provide end-to-end business technology, including infrastructure, connectivity, voice, and managed and support service solutions.

We’re a people-focused business, employing over 220 people, with a culture of continuous development where we like to work hard to deliver outstanding results and have fun along the way. We have ambitious plans to continue to grow the business and be one of the best places to work in the North East.

Our success is driven by our technical excellence and underpinned by our passion for delivering outstanding customer experience.

**About the role**

This role is an exciting opportunity to join our support department, on our service desk which will head up the 3rd Line support team.

We’re looking for an outstanding technical, experienced and energetic team leader to lead our 3rd Line support team which has a team of engineers based at our head office.

We’re looking for someone who has great technical knowledge across our range of products. Someone who is driven, has great leadership skills and enjoys taking control of complex situations. You will be comfortable developing a team of experienced, highly motivated engineers with a range of skillsets and technical knowledge.

**Reporting Lines;**

This role reports to the Service Desk Manager.

**Key Responsibilities**:

- Key Skills:

- Provide architectural and technical assurance to existing customer services and solutions.
- Proven technical expertise of a variety of solutions and services to drive proactive solutions ensuring the managed solution remains relevant to the customer throughout the solution lifecycle
- Act as technical escalation point to provide technical leadership on complex issues
- Work collaboratively with the Service Manager, internal solution team(s) and account team to develop/influence/input into a technical roadmap strategy for customers to identify, define, and/or reuse best practices, and architectural decisions to ensure Solutions are fit for purpose, lessons are learned and issues eradicated
- Perform regular assessments of client solutions for supportability and capacity planning
- Assist in the definition of tooling requirements to meet service obligations and automation
- Innovation and ability to challenge conventional thinking with a tenacity and determination to deliver world class customer service
- Ability to champion resilience and scalable solutions based on previous trends, growth/usage patterns that are fit for purpose for customer requirements/investment
- Ability to plan and implement or plan and coordinate remedial activity
- Ability to identify opportunities that are reusable and can drive consistency across our customer base of comparable solutions to achieve efficiencies
- Confident communicator and presenter to senior internal and external stakeholders to influence and/or articulate technical direction
- Ability to work under pressure and deal with conflicting priorities
- Proactively identify opportunities for improvement - develop and present a benefits case internally and, if required, externally to customers
- Team management of a motivated, knowledgeable and highly skilled engineers
- Performance
- Lead on the following management disciplines:

- Change
- Problem
- Major Incident
- 3rd Line KPIs
- Interpersonal skills - Collaboration with our colleagues/rest of business
- How we communication with our customers
- Calling customers - what we say and how we say it
- Coaching and development of team members
- Building PDP’s for team members
- Setting objectives
- Sharing feedback (positive and negative)
- Lead team meetings
- Performing, documenting and tracking progress in monthly 1-2-1’s
- Bi-Annual reviews
- Up-skilling day to day knowledge
- Identify and drive efficiency within the team

**Knowledge, Skills and Experience Required**:
An in-depth level of a range of skills is desired for this role, including but not exhausted to; Virtualisation (products such as VMware and Hyper-V), Cloud (products such as Azure and Office 365), Networking - both LAN and WAN (routing and switching) Microsoft products and Storage.

**Essential**
- A minimum of 3 years’ experience in a similar role, leading a team of more than 4 engineers
- Excellent communication and documentation skills
- Customer focussed
- Able to build strong working relationships with colleagues and customers
- Confident decision-maker and able to demonstrate sound judgement
- Highly self-motivated
- Self-starter with the ability to motivate a professional customer focused team
- Incident management

**Desirable**

A strong understanding of the following technologies;
- ITIL
- Networking (minimum of CCNA Level)
- VCP
- MCSA / MCSE
- Az

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