Technical Services Team Leader

**About Us**:
Sharp Gaming is on an exciting journey and we need to add to our dynamic team of people so that we can continue to dominate the industry, delivering a seamless gaming experience that is a cut above the rest.

We are part of the Betfred family which means that we have the investment to innovate, drive advanced, creative technologies forward and to build unrivalled gaming experiences, but we also keep our freedom and independence. As a team we work fast, aim high, are focused and ambitious.

So, if you want to be part of something quite unique and drive the future of gaming, then it's to time to join Sharp Gaming.

**Job Purpose**:
Working within IT Technical Operations, Technical Services Team Lead is required to provide leadership and management to the Technical Services team.

The role will involve day-to-day resource management and development of engineers, ensuring the two functions continue to contribute to the overall success of the Department, across multiple customers, sites and platforms, and operating within agreed targets and SLA’s.

A key part of the role will be the day-to-day management of resource across Incident and Project commitments, ensuring a professional and high-quality service is provided throughout all interactions with internal and 3rd party customers.

This is a hands-on role where you will be expected to undertake the role of lead engineer and act as a technical point of contact to the team.

**Job Duties**:

- Management of Technical Services Support team; rota management, holidays, conduct appraisals/ 1-2-1s and develop individuals by identifying knowledge gaps, providing relevant training, workshops, etc.
- Management of multiple work-streams; including Problem tickets, Incidents, Projects and ‘Small Works’, ensuring effective communication across these areas is upheld, attending relevant meetings where necessary to aid in their delivery.
- Working directly with the Delivery Team, you will manage technical resource to assist with the planning and implementation of projects (including ‘out-of-hours’ where necessary) ensuring their assigned tasks are completed within the given deadlines, adhering to Change and Release Management processes.
- Ensure all incidents/ support escalations are promptly assigned and managed through to resolution, in line with the Incident Management process and internal SLA’s.
- Maintain and support all infrastructure and digital systems and be accountable for the continuous operation of ‘Core Business Services’.
- Oversee standard system administration duties including server provisioning, upgrades, and patch management across Windows and Linux estate. Ensure systems are centrally logged to identify and resolve issues.
- Inclusion in OOHs Support rota, offering a point of escalation for incidents outside standard business working hours.

**Knowledge, Skills and Experience**:
**Essentials**:

- Proven experience in a similar role.
- Demonstrable analytical and troubleshooting skills, with ability to manage multiple priorities and follow-through on projects to completion.
- Be able to work in a professional corporate environment, with an understanding of business requirements, and communicate effectively with key business stakeholders.
- Experience of providing Server/ Infrastructure support within a Support environment.
- Strong Knowledge of Windows Operating Systems (2016 and later) and Centos based Linux Operating Systems
- Basic networking fundamentals.
- Management and Support of windows server roles (Active Directory/DNS/DHCP/Clustering/IIS).
- Experience working with hyperconverged infrastructure (VMware ESX/NSX/Nutanix).
- Server Hardware Builds & Physical Device Installations (HP/IBM/Dell /Lenovo).
- Monitoring tools (Zabbix, Prometheus, SolarWinds, Nagios).
- Flexibility to commute between offices as and when necessary.

**Desirables**:

- Significant knowledge and/ or experience of working within an IT Support function, in a dynamic pressurised environment, adhering to ITIL best practices (Change, Incident, Problem, Access, etc).
- Experience of supervising/ leading a team of people within a similar industry.
- Knowledge of IS0 27001, PCI-DSS is advantageous.
- Working knowledge of container orchestration platforms (Kubernetes/Docker Swarm/Mesos)
- Experience of IAC/orchestration tools (Terraform/Ansible/CloudFormation)
- Be able to identify and present opportunities for platform/ departmental improvement, efficiency, and progression.
- Have excellent communication and customer management skills.

**Qualifications**:

- Vendor Certification
- Microsoft MCP / MCSA / MCSE
- Vmware VCP / VCAP / VCPX

**What's in it for me?**:

- £50,000 - £60,000 per annum, depending on experience
- Work from home 3 days a week, 2 days in the office
- Flexi-time (start anywhere between 7.00am and 10am)
- Discretionary company bonus scheme
- Generous referral bonus
- 25 days holiday a year in addition to bank holidays
- Company Pensi