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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

Location: On-site, 5 days a week

Key Responsibilities:
  • Leadership and Management: Provide effective leadership to the technical support team, establishing clear objectives and performance metrics. Motivate and guide the team to achieve exceptional customer satisfaction and operational efficiency.
  • Team Development: Foster a culture of continuous improvement by mentoring and coaching team members. Conduct regular performance evaluations and identify opportunities for professional development.
  • 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 escalation point for customer inquiries, ensuring prompt and effective resolution of issues while maintaining high service standards.
  • Service Ownership: Take responsibility for the services provided by the team, ensuring alignment with organizational goals and consistent delivery of customer satisfaction.
  • Strategic Collaboration: Work closely with senior management to develop and implement support strategies that enhance service delivery and drive continuous improvement.
  • Stakeholder Communication: Act as the main contact for key stakeholders, ensuring effective collaboration across departments to address support-related challenges.
  • MS Azure Expertise: Provide advanced support and insights on MS Azure infrastructure, 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 technical support teams, with strong leadership and management capabilities.
  • Experience with critical systems and the ability to thrive in high-pressure environments.
  • Background in telecommunications 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.
  • Knowledge of virtualization technologies and private/hybrid cloud platforms.
  • Strong grasp of operating systems, networking, and network security.
  • Understanding of application security and experience with relational and NoSQL databases.

Essential Skills:
  • Exceptional leadership and team-building skills.
  • Excellent communication and interpersonal abilities, with a capacity to influence and collaborate effectively.
  • Strong problem-solving skills and a proactive approach to challenges.
  • Able to prioritize and manage multiple tasks in a dynamic environment.

Candidates must be eligible to work in the UK as sponsorship is not available.