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, requiring presence 5 days a week.

Key Responsibilities:
  • Leadership and Management: Provide effective leadership to the support team, establishing clear objectives and performance metrics. Motivate the team to achieve exceptional customer satisfaction and operational efficiency.
  • Team Development: Mentor and develop team members, promoting a culture of continuous improvement and professional advancement. Conduct regular performance evaluations and identify areas for training.
  • Support Operations: Manage daily operations of the support team, ensuring all incidents and service requests related to critical systems are addressed promptly and within established service level agreements.
  • Escalation Point: Serve as the primary escalation contact for customers, ensuring their issues are resolved quickly and effectively while maintaining high service standards.
  • Service Ownership: Take responsibility for the services delivered by the team, ensuring alignment with business goals and consistent customer satisfaction.
  • Strategic Planning: Collaborate with senior management to formulate and execute support strategies that align with organizational objectives and foster continuous service improvement.
  • Stakeholder Engagement: Act as the main point of contact for key stakeholders, ensuring effective communication and collaboration across departments to tackle support-related challenges.
  • MS Azure Expertise: Provide advanced support and insights on MS Azure infrastructure and systems, ensuring optimal performance and reliability.

Key Requirements:
  • At least 5 years of experience in IT support roles with a focus on MS Azure, including a minimum of 3 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 proven ability to thrive in high-pressure environments.
  • Background in telecom platforms or communication services is advantageous, particularly in managing cross-functional teams and stakeholder relationships.

Technical Expertise:
  • Proficient 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.
  • Familiarity with CI/CD tools like Git and Azure DevOps.
  • Proficient in virtualization technologies and private/hybrid cloud platforms.
  • Strong knowledge of operating systems, networking, and network security.
  • Understanding of application security and experience with relational and NoSQL databases.

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.

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