Second Line Support Team Leader

4 weeks ago


Sheffield, United Kingdom ASK4 Ltd Full time

**Do you have experience as a second-line engineer?**

**Do you have a passion for leading and coaching a team?**

**Do you want to be an integral part of a growing team and business?**

This is a permanent role. Hybrid working from our Sheffield Office.

ASK4 is growing, expanding our services, and reaching new territories, and we are looking for motivated and dedicated individuals to help us reach our ambitious goals. Thanks to new investment we are recruiting to help support the company’s growth as well as maintain the high level of service that ASK4 is renowned for.

To lead ASK4's highly responsive and customer focused Second Line Support team and work with the wider Support Management team to deliver industry leading service for our student broadband customers.

**What you’ll be doing**:

- Helping the Service Support Director with the leadership of the Second-Line Team.
- Supporting the Incident Management process.
- Dealing with supplier escalations during outages.
- Working closely with the Service Support Director on team development and the continuous improvement of the team.
- Working closely with the Second Line delivery team to support the delivery of projects during busy periods.
- Act as an escalation point within the Second Line Support team.
- Creating and updating policies/procedures and maintaining high quality documentation.
- Ensure the resolution of faults and issues in line with published SLAs.
- Weekly reporting on incidents, events and KPIs.
- Working with performance data on an individual and team level to improve KPIs.
- Line management duties such as 1:1s, performance reviews, rota management, H&S risk assessments, recruitment etc.
- Previous experience working in a Second line or Network Engineer environment.
- Previous line management experience (ideally in a similar environment)
- Process creation and improvement experience.
- Data Analysis experience.
- Knowledge of operating systems including Windows, Mac, and Linux.
- Experience within a customer service environment.
- Professional approach and phone manner.
- Excellent written and oral communication.
- A self-motivated approach to learning and development.
- A logical approach to problem-solving.

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

**Salary**: £28,000.00-£32,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Profit sharing
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Sheffield



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