Support Team Lead

1 month ago

Milton Keynes, Milton Keynes, United Kingdom Kinetic Full time
Job Title: Support Team Lead

Kinetic Customer Support is revolutionizing the way we work, shifting from traditional support models to customer-centric approaches. As a Support Team Lead, you will play a critical role in this transformation, empowering the Support 1st Line team to excel and serving as a liaison between the team, the Head of Support, and other business units.

Key Responsibilities:
  • Lead and manage a team of Application Support Analysts, providing coaching, mentoring, and performance management to achieve defined objectives.
  • Develop and implement strategies to enhance team efficiency and effectiveness.
  • Establish and maintain high-quality customer service standards for application support.
  • Oversee the processing of support tickets, ensuring timely and accurate resolutions.
  • Elevate complex issues to relevant technical resources.
  • Identify and implement process improvements for the application support function.
  • Collaborate with the Support Excellence and Innovation Lead to ensure seamless change management.
  • Contribute to the development and documentation of knowledge base articles.
  • Stay current on the latest application technologies and trends.
  • Report on team-level application support metrics and identify areas for improvement.
  • Partner with other teams to ensure seamless application support.
Requirements:
  • Excellent understanding of IT infrastructure concepts, including Remote Desktop and Virtual Machines.
  • Commercial experience in Remote Desktop Support and/or Virtual Machine Support.
  • Awareness of Cloud Architecture with Azure, AWS, or Google Cloud.
  • Knowledge of relational databases and commercial experience with Microsoft SQL Server.
  • SQL query writing and understanding.
  • HTML/CSS knowledge.
  • Excellent problem-solving skills.
  • Ability to identify and recommend process improvements.
Benefits:
  • Be part of an exciting team and work in a thrilling industry.
  • Performance bonus scheme.
  • 25 days holiday annually and public holidays.
  • Company contribution to pension.
  • Excellent training and support with opportunities for further development.
  • A company portal offering customizable staff benefits, including private healthcare, life assurance, personal development, cinema tickets, and discounts at retailers.
  • Kinetic provides excellent working environments, including kitchens with free refreshments, and a social committee organizing activities and events.

Kinetic was founded in 1998 with a mission to develop innovative software for university accommodation and conferencing teams. Today, we are the technology partner of choice for leading universities and colleges, ranked #1 on the APUC framework for student accommodation management, conferencing, and events management.

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