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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 5 days a week.

Key Responsibilities:
  • Leadership and Management: Provide effective leadership to the support team, establishing clear objectives and performance metrics. Inspire team members to deliver exceptional customer service and operational efficiency.
  • Team Development: Mentor and guide team members, promoting a culture of continuous improvement and professional development. Conduct regular performance evaluations and identify areas for training.
  • Support Operations: Manage daily operations of the support team, ensuring timely resolution of incidents and service requests related to critical systems within established service level agreements.
  • Escalation Management: Serve as the primary point of escalation for customer issues, ensuring prompt and effective resolution while maintaining high service standards.
  • Service Ownership: Assume responsibility for the services delivered by the team, ensuring alignment with organizational goals and consistent customer satisfaction.
  • Strategic Planning: Collaborate with senior leadership to formulate and execute support strategies that enhance service delivery and drive ongoing improvements.
  • Stakeholder Engagement: Act as the main contact for key stakeholders, facilitating effective communication and collaboration across departments to address support challenges.
  • MS Azure Expertise: Provide advanced support and guidance on MS Azure infrastructure, ensuring optimal system 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 technical support teams, emphasizing leadership and personnel management skills.
  • Experience with critical systems and a proven ability to perform under pressure.
  • Familiarity with telecom platforms as a service or communication is advantageous, particularly in managing cross-functional teams and stakeholder interactions.

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 like Terraform and Ansible.
  • Familiarity with CI/CD tools including Git and Azure DevOps.
  • Proficient in virtualization technologies and private/hybrid cloud platforms.
  • Solid understanding of operating systems, networking, and network security.
  • Knowledge of application security and experience with relational and NoSQL databases.

Essential Skills:
  • Exceptional leadership and team-building capabilities.
  • Strong communication and interpersonal skills, with the ability to influence and collaborate effectively.
  • Proactive problem-solving skills and the ability to manage challenges efficiently.
  • Ability to prioritize and handle multiple tasks in a dynamic environment.

Candidates must have the right to work in the UK, as sponsorship is not available.