2nd Line IT Team Lead

2 weeks ago

Newcastle Upon Tyne, United Kingdom Nigel Wright Full time

**The Company**:
We are excited to be working alongside one the UK's leading providers of public transport with a reach worldwide, who are looking for an ambitious individual to take the on their 2nd line team lead role. They currently employ over 23,500 people with more thana billion passengers using them each year.
Our client offers high quality, locally focused transport operations with a commitment to having locally branded companies working with stakeholders to provide a positive contribution to the communities they serve. This is an exciting opportunity to join acompany with great progression opportunities and a brand well known in the local region
**The Role**:
We have partnered with our client to recruit a key role within the Service Desk function for a 2nd line team lead. You will be managing a team of 2nd line IT service desk analysts, currently a team of 6, as well as providing an escalation point from 1st line,to fulfil incidents and requests. You will be a key figure in providing a centre of excellence to our customers and across the IT community, enabling every person and every operating company across the group to achieve more with technology.

**Key Responsibilities **
- **Technology Insight-** Owe and share deep technical knowledge on the supported solutions, mentor the team members in case of complex issues.
- **Coaching, Knowledge Share & Upskilling**:

- Excellent ability to identify knowledge gaps, create knowledge bases and transfer knowledge within the team
- **Workload and Queue Managemen**t - Manage and drive the optimisation of the workload and the resources by effective prioritization, time management and proactive initiatives
- **Major incident management**:

- Co-ordinate and manage incidents as they happen, providing quality resolutions while minimizing disruption to the business.
- **Problem Management**:

- Exceptional skills to identify patterns, investigate trends and contribute to root cause analysis

**Key Requirements**:

- Technical experience operating at 2nd line support level - ideally 2/3 years experience
- you will need to be the expert in support for the 1st and 2nd line team
- End User Computing experience - device troubleshooting & configuration
- Microsoft systems support specifically office 365 and active directory
- Basic networking skills
- Experience with incident management & operating in an ITIL environment
- People management experience not essential
- Experienced in a large service desk environment

**Benefits**:

- Hybrid working on offer - mix of remote and office
- Core hours 9-5
- An element of on call but this is on rota and is more of a duty incident manager rather than hands on technical fixes - any time is paid back in lieu
- 25 holidays per annum + bank holidays
- Free travel on their services

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