Technical Support Team Leader

2 months ago

Valley, United Kingdom Pulsant Full time

Hybrid working - 3 days in our Gateshead office and 2 from home
- Manage and lead a team of 6
- Join a supportive, friendly and nurturing team and culture with strong track record of career progression

**About Pulsant**:
**Job purpose**:
The Technical Support Team Leader (known internally as Team Leader - Technical Resolver Group) is a leadership role in the Client Service function. This position is responsible for our tier 3 Senior Support Engineer team and ensures stability of Pulsant services whilst delivering a positive client experience.

**Key responsibilities**:

- Develop and nurture a client first culture throughout the Senior Support Engineer Team.
- Team leadership of the Senior Support Engineer function, ensuring that the team (of 6) are equipped with the right tools and skills to deliver a world class service to Pulsant’s clients.
- Utilising technology skills and industry experience to mentor and guide the Senior Support Engineer team.
- Provide true client advocacy and act as a client champion with key internal and external stakeholders.
- Develop and manage strong relationships, working closely with peers in Client Service and the wider Pulsant organisation to deliver and focus on an end-to-end experience.
- Provide input and direction on best practices, processes, procedures and strategies, industry trends and technology that contributes to continuously improving the Pulsant client experience.
- Ensure that appropriate content is created and maintained across the function including but not limited to knowledge articles, process documents, training materials, reporting documentation, standards documentation, client facing documents, etc.
- Ensure the team has sufficient levels and balance of technical and client/soft skills and will monitor people performance in conjunction with development plans.
- Identifying and highlighting risks which may pose a threat to Pulsant’s ability to provide world class services to our clients, ensuring that actions can be clearly identified, tracked, and executed to suitably mitigate such risks.
- Develop and implement KPI’s and standard reporting criteria for Senior Support Engineers and provide meaningful and insightful information and analysis to the Pulsant leadership team.
- Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for direct reports.

Weekly hours are 37.5 between the core business hours of 8am-6pm. The role may involve some Oncall and limited OOH working.
- Experience of working within an IT service provider environment
- Strong technical knowledge of public and private cloud and general IT services
- Strong technical knowledge of network, security, and connectivity solutions
- Strong people leadership skills, leading and managing of people at various levels of their career
- Experience of leading transformation of client experience within a complex environment
- Strong communication and presentation skills
- Experience of defining and driving improvements using Key Performance Indicators and data driven conversations.

**Why work for Pulsant?**

At Pulsant, you can expect variety and a challenging, fun working environment - where culture and well-being are as important as career development and training. The company offers fantastic career progression opportunities and there is a friendly environment with a team that feels like a family. As such almost half of employees have been with Pulsant for 5+ years.

We offer a hybrid working model where you can work two days a week from home. And whilst in the office collaborating with your colleagues, you’ll benefit from a fresh, open space to work and collaborate in, modern kitchen facilities and break-out areas to relax during breaks.

In addition to the great training and the opportunity to develop your personal, technical and leadership skills - our company perks include:

- Pension
- Private Healthcare and Health cash
- Cycle to work scheme
- Free breakfast & snacks
- Access to unlimited learning content through Udemy
- Team socials
- Wellbeing day off
- Your birthday off
- Pulsant rewards / cashback scheme

To hear more about working at Pulsant check out:
**The interview process will involve**:

- An initial phone screen focused on your experience, career goals and your questions about Pulsant
- Interview with the hiring manager over Teams
- Face to face interview with the Director of Client Services

Pulsant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our people.

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

**Benefits**:

- Company events
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

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