Technical Support Team Lead

4 days ago

Wigan, Wigan, United Kingdom ECS Resource Group Full time
Job Title: NOC Shift Supervisor

Job Summary:

The NOC Shift Supervisor will be responsible for the smooth running of the support function, providing 1st to 2nd line support. They will proactively manage all workflows to achieve the businesses SLAs. The successful candidate will manage, train and coach both new and existing NOC engineers, with support from NOC Management. They will create and manage individual training and development plans to assist with upskilling and progressing staff members.

Key Responsibilities:

  • Manage team performance to ensure that the team are following agreed processes for ticket management: opening, updating, passing, escalating, resolving, and closing tickets, and identifying and addressing inefficiencies through training and knowledge transfer.
  • Assist in maintaining and creating Knowledge Base articles, including supplier overviews and incident related articles to allow engineers to find related information quickly.
  • Management of all customer Incidents and Requests, ensuring all incidents are resolved within agreed timescales and escalating where necessary, including the handling of major incidents from start to finish.
  • Manage the annual performance process for all team members against individual objectives, lessons learnt, customer feedback and complete 121s with team members on a regular basis.
  • Act as a hierarchal escalation point during shifts to ensure that incidents are progressed swiftly to restore service.

Requirements:

  • 3 years' experience in a Support Desk role, ideally Networks (NOC)
  • 3 years' experience in managing a small team.
  • Strong performance management skills including coaching.
  • Experience in a technical environment. Ideally in IT or Telecommunications company with network / WIFI support.
  • Call and ticket related data analysis and acting accordingly to ensure peak performance.
  • Experience implementing Continual Service Improvement within a support function.
  • Organised and able to prioritise tasks.
  • Confident and excellent communication skills with a professional telephone manner.
  • Ability to demonstrate a practical approach when faced with problems or challenges.
  • Experience in dealing with major incidents, including root cause analysis/resolution, SWAT calls & customer liaison.
  • Must be committed and willing to learn.
  • Enthusiastic and Self-Motivated.
  • Excellent timekeeping, reliable and trustworthy.
  • Can take ownership of high priority incidents until resolution.
  • CCNA/CompTIA Network+ (desirable but not essential).
  • ITIL Foundation Qualification or above (desirable but not essential).
  • Knowledge of ticketing system functionality and configuration (desirable but not essential).

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