Technical Support Team Leader

2 weeks ago

Ellesmere Port, United Kingdom AdviserPlus Full time

As we continue to grow and maintain our position in leading the way in HR and Technology solutions, we are excited to offer the opportunity to join our team as a Technical Support Team Leader.

We’re a business that is passionate about employee wellbeing, diversity and inclusion, career progression and maintaining the all-round positive culture that makes AdviserPlus a great place to work.

**Our employee benefits include**:

- Company pension.
- Health cash plan.
- Flexible working and remote/hybrid working opportunities.
- Free onsite parking.
- A generous holiday entitlement which increases with service
- Holiday purchase scheme.
- Cycle to work scheme.
- Discounted gym membership.
- On-site parking and free refreshments
- Many other cultural and lifestyle benefits.

**The role and responsibilities of a Technical Support Team Leader**:
This role manages the Service Desk and leads the Technical Support team. The role is accountable for the performance of Service Desk and for ensuring the Technical Support team are deployed as efficiently and effectively as possible for the resolution of Service Desk Requests. There is a requirement to travel to other AdviserPlus offices as and when required.This role also includes:

- Acting as a technical lead and escalation point for complicated incidents.
- Taking ownership of the major incident process ensuring that all major incidents are quickly escalated and prioritised appropriately.
- Managing communications for critical outages.
- Implementing ITIL processes into the service desk and identifying areas for efficiency improvements.
- Producing regular statistics and KPI reports for IT Management.
- Expertise in authoring IT documentation including reports, RFCs, user training documentation.
- Technology and process improvements in service desk system to drive efficiencies.
- People management of the Technical Support team.
- Manage delivery of key services provided by 3rd party suppliers.
- Twilio studio administration.
- Oversees the acquisition and lifecycle of IT equipment and reviews IT Purchases.
- Ensuring deployments of Microsoft OS images are up to date.
- Secondary support for infrastructure engineers.
- Management of out of hours support rota.

**Skills and experience required to be a successful Technical Support Team Leader**:
Essential
- Experience of supporting and administering Office 365 and Hybrid Azure AD environments.
- Ability to prioritise workloads and work under pressure.
- Experience of managing people.

Desirable
- Problem analysis, root cause analysis and resolution skills.
- Forecasting and budgeting skills.
- Team mentoring
- Microsoft Intune experience
- Microsoft Power Platform/SharePoint

**Equal opportunities**:
AdviserPlus is fully committed to the principle of equal opportunities in employment and opposes all forms of unlawful or unfair discrimination, direct or indirect. All employees are expected to promote and work fully in line with the company’s Equal Opportunities Policy.

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