Infrastruture Team Lead

3 months ago

Hemel Hempstead, United Kingdom CAE Technology Full time

**The Role**

As a Team Leader within CAE’s Managed Service operation, you will be responsible for leading a technical team that monitors, maintains, troubleshoots, and resolves both routine and complex issues in a timely and efficient manner for our contracted customer base. The Infrastructure Team Leader is not a hand-on technical role, however, coming from a technical background is advantageous.

As a Team Leader you will be responsible for ensuring a high-quality service delivery with maximum operational performance, and to ensure support steps are in place to develop and support current and future standards. Examples of this would be delivering continual service improvement, performance management and enabling skills development in line with CAE’s strategic roadmap.

Reporting to the Service Desk Manager, the Infrastructure Team Leader will work closely with the Infrastructure Technical Lead to drive continual service improvement across the Service Desk and Infrastructure team.

**What you will be doing?**

The main duties and responsibilities of the role shall include:

- Leading, motivating and developing a team of onsite and remote engineers
- Ensuring the team are following best practice for incident, problem, service and change request management as outlined in The Standard Operating Procedure (SOP)
- Measuring and driving adherence to SLAs and key KPIs
- Driving a culture of customer intimacy and employee satisfaction
- Working closely with the technical leads and management team to deliver continuous service improvement.
- Contributing to our departmental objective of achieving industry accreditations e.g. SDI, Cisco Gold
- Acting as a point of escalation both internally and externally including participating in the On Call management rota for out of hours escalations
- Providing input into Service Transition and ensuring successful go-live of Managed Service contracts
- Working with the Service Management teams to identify opportunities for improvement within customers.
- Recruiting and on-boarding of employees

**The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post**

**What is needed?**
- Extensive experience working within technical teams
- Proven track record of leading teams
- Exceptional interpersonal, communication, initiative, and leadership abilities
- Effective analytical, planning, organisational, and documentation skills
- Experience with modern ITSM platforms
- Relevant certifications / training e.g. leadership, customer service etc.

**Desired**
- Strong knowledge of ITIL processes and ideally accreditation
- Service Desk Institute (SDI) qualification

**The Company**

This is CAE - Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, and be chosen by our customers, partners and everyone in the CAE family, because of our unique understanding, total commitment and positive engagement.

We get recognised in a number of different ways:

- As a Sunday Times Top 100 Best Places to Work
- With a Glassdoor score of 4.1
- Having ISO9001 and 27001 certifications
- With multiple awards from manufacturers including Cisco and Palo Alto
- As part of the Sunday Times International Track 200 for fast growing exports
- Being 3 star accredited with the Service Desk Institute
- Within our industry with shortlists and wins from CRN and Comms dealer magazines
- and every time we get an order from one of customers - recognising that we are their partner of choice whether they are in the Commercial, Public or not for profit sectors

It is our approach that sets us apart and our people that make us different #thisishowwedoit

**What is next?**

**Benefits**:

- Bupa Cash Plan
- Investors in Personal Development
- Pension Scheme
- Death in Service
- Staff Referral Scheme
- Private Medical Insurance
- Tech Scheme
- Will writing
- Additional benefits: Shopping discounts, Length of service awards, BUPA anytime Healthline, Tastecard, Flu Vaccination Vouchers, Employee Recognition, Annual leave entitlements, Cycle to Work Scheme, Fresh Fruit

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