Technical Support Team Lead

2 months ago


Marston Green, United Kingdom Jumar Solutions Full time
Job Description

**Job Title:** Technical Support Team Leader

**Job Summary:** We are seeking a highly skilled Technical Support Team Leader to lead our technical support team and provide expert technical guidance to ensure high-quality service delivery.

Key Responsibilities:

  • Provide team leadership and guidance to technical support team members.
  • Provide hands-on technical support for Wintel and Azure Cloud Technologies.
  • Manage ticket queues using ServiceNow and ensure support SLAs are achieved.
  • Handle incident and escalation processes, with a focus on cloud environments.
  • Identify skill gaps and lead upskilling efforts within the team, particularly in cloud operations and data protection technologies.
  • Oversee continuous infrastructure monitoring using tools like SolarWinds, LogicMonitor, and Halcyon.
  • Lead cloud infrastructure management across multi-cloud environments (Azure, AWS).

Requirements:

  • Strong operational knowledge in cloud platforms (Azure), data protection strategies (Spectrum Protect, Veeam), and monitoring tools (SolarWinds, LogicMonitor).
  • Desktop support of Microsoft stack technologies and Wintel environment experience.
  • Experience with ITIL frameworks, effectively managing incidents, problems, and changes.
  • Proven experience in managing and mentoring technical teams, focusing on development and process improvement.
  • Capable of aligning technical solutions with business needs.
  • Takes ownership of responsibilities, with a focus on high-quality service and client satisfaction.


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