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Lead Technical Support Specialist

2 months ago

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

This role requires onsite presence five days a week.

Key Responsibilities:
  • Leadership and Oversight: Provide effective leadership to the technical support team, establishing clear objectives and performance benchmarks. Motivate and guide the team to achieve exceptional customer satisfaction and operational efficiency.
  • Team Development: Mentor and nurture team members, promoting a culture of ongoing learning and professional advancement. Conduct regular evaluations and identify areas for training and improvement.
  • Operational Management: Supervise daily operations of the support team, ensuring all incidents and service requests related to critical systems are resolved promptly and within established service level agreements.
  • Customer Escalation Management: Serve as the primary point of escalation for customer issues, ensuring timely and effective resolution while maintaining high service standards.
  • Service Accountability: Take ownership of the services delivered by the team, ensuring alignment with business goals and consistent fulfillment of customer expectations.
  • Strategic Collaboration: Work alongside senior management to formulate and execute support strategies that align with organizational objectives and promote continuous service improvement.
  • Stakeholder Communication: Act as the main contact for key stakeholders, ensuring effective communication and collaboration across departments to address support-related challenges.
  • Azure Expertise: Provide advanced support and guidance on Azure infrastructure and systems, ensuring optimal performance and reliability.

Key Requirements:
  • At least five years of experience in IT support roles, focusing on MS Azure, with a minimum of three years in a leadership capacity.
  • Demonstrated success in leading and managing technical support teams, emphasizing leadership and personnel management skills.
  • Experience with mission-critical systems and a proven ability to perform under pressure.
  • Background in telecommunications platforms or communication services is advantageous, particularly in managing cross-functional teams and stakeholder relations.

Technical Proficiencies:
  • Expertise in SQL Server administration and troubleshooting.
  • Strong understanding of Azure cloud services.
  • Experience with orchestration platforms such as Kubernetes and Azure Kubernetes Service.
  • Hands-on experience with Infrastructure as Code (IaC) and automation tools like Terraform and Ansible.
  • Familiarity with CI/CD tools including Git and Azure DevOps.
  • Proficiency in virtualization technologies and private/hybrid cloud platforms.
  • Solid understanding of operating systems, networking, and network security.
  • Knowledge of application security protocols and experience with both relational and NoSQL databases.

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

Candidates must be eligible to work in the UK as sponsorship is not available. A valid driver's license and access to a vehicle are required.