Lead Technical Support Specialist

3 weeks ago

Knutsford, Cheshire East, United Kingdom NES IT Full time
Job DescriptionTechnical Support Team Leader - Permanent Position

On-site role with a commitment of 5 days per week.

Essential Qualifications:
  • A minimum of 5 years' experience in IT support roles, specifically focusing on MS Azure, with at least 3 years in a leadership or managerial capacity.
  • Demonstrated success in leading and managing technical support teams, showcasing strong leadership and personnel management capabilities.
  • Experience with mission-critical systems and a proven ability to perform under pressure.
  • Background in telecommunications platforms as a service or communication is advantageous, particularly in managing cross-functional teams and stakeholder relationships.

About the Company:
Our client is a rapidly expanding SME with a global footprint, specializing in the Financial Banking sector. They are in search of a skilled and experienced Technical Support Team Leader to enhance their growing team. This pivotal leadership position is responsible for overseeing and motivating a team of Level 1 and Level 2 support professionals. This role presents an exciting opportunity to work on-site and significantly influence innovative projects involving mission-critical systems in a 24-hour operational environment.

Key Responsibilities:
  • Leadership and Management: Provide robust leadership to the support team, establishing clear objectives, expectations, and performance metrics. Inspire and drive the team towards achieving high levels of customer satisfaction and operational excellence.
  • Team Development: Mentor, coach, and nurture team members, promoting a culture of continuous learning and professional advancement. Conduct regular performance evaluations and identify training requirements.
  • Support Operations: Supervise the daily operations of the support team, ensuring that all incidents, service requests, and technical issues related to mission-critical systems are resolved efficiently and within established SLAs in a 24-hour operational setting.
  • Escalation Point: Serve as the primary escalation contact for customers, ensuring their concerns are addressed promptly and effectively, while maintaining high service standards.
  • Service Ownership: Take responsibility for the services provided by the team, ensuring alignment with business objectives and consistent meeting of customer expectations.
  • Strategic Planning: Collaborate with senior management to formulate and implement support strategies that align with company goals and foster continuous improvement in service delivery.
  • Stakeholder Engagement: Act as the main point of contact for key stakeholders, ensuring effective communication and collaboration across departments to resolve support-related challenges.
  • MS Azure Expertise: Provide advanced support and guidance on MS Azure infrastructure and systems, ensuring optimal performance and reliability.

Technical Expertise Required:
  • Proficiency in SQL Server administration and troubleshooting.
  • Strong knowledge of Azure cloud services.
  • Experience with orchestration platforms (Kubernetes, Openshift, Azure Kubernetes Service).
  • Hands-on experience with Infrastructure as Code (IaC) and Automation Tools (Terraform, ARM, Ansible).
  • Familiarity with CI/CD tools such as Git, Jenkins, and Azure DevOps.
  • Proficiency in virtualization technologies (VMware, RHVKVM, Hyper-V, Oracle VM) and private/hybrid cloud platforms (RedHat CloudForms, RedHat OpenStack, VMware vRealize).
  • Strong understanding of Operating Systems (Windows, Linux), networking (network stack, protocols, routing), and network security.
  • Knowledge of application security, security protocols, cryptography, and experience with relational and NoSQL databases.

Essential Skills:
  • Exceptional leadership, management, and team-building skills.
  • Excellent communication and interpersonal abilities, with the capacity to influence and collaborate across all organizational levels.
  • Strong problem-solving capabilities with a proactive approach to managing challenges.
  • Ability to prioritize and manage multiple tasks in a fast-paced, dynamic environment.

Candidates must be eligible to work in the UK as the client does not have a license to sponsor visas.

Must possess a valid driver's license and have access to a vehicle.

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