Network Support Team Leader

**About Aspire**

Aspire Technology Solutions is one of the fastest-growing IT companies in the UK. Established in 2006, we have experienced continuous double-digit growth.

We were proud to be named as the North East Business of the Year in the 2020 North East Business Awards.

We provide end-to-end business technology, including infrastructure, connectivity, voice, and managed and support service solutions.

We’re a people-focused business, employing over 220 people, with a culture of continuous development where we like to work hard to deliver outstanding results and have fun along the way. We have ambitious plans to continue to grow the business and be one of the best places to work in the North East.

Our success is driven by our technical excellence and underpinned by our passion for delivering outstanding customer experience.

**About the role**
This role is an exciting opportunity to join our Support Department, on our Service Desk within the Network Support Team.

We’re looking for a technical, experienced, and energetic Team Leader to lead our Network Support team based at our head office.

We’re looking for someone who is driven, has great leadership skills, and enjoys taking control of situations. You will be comfortable developing a team of network engineers with a range of skillsets and technical knowledge.

**Responsibilities**

**Management**
- Understanding and managing capacity and demand
- Monitoring and tracking performance
- Punctuality and Professionalism within the team
- Moral / Motivate
- Identifying and managing talent
- Identifying and addressing underperformance
- Adhering to and following processes
- Care for the health, safety, and welfare of your people

**Performance**
- KPI’s
- Interpersonal skills - Collaboration with our colleagues/rest of business
- Quality of work
- CRM - ITSM tooling
- Monitoring tools (PRTG)
- Reports
- How we communicate with our customers
- Calling customers - what we say and how we say it

**Coaching and development of team members**
- Building PDP’s for team members
- Setting objectives
- Sharing feedback (positive and negative)
- Lead team meetings
- Performing, documenting, and tracking progress in monthly 1-2-1’s
- Bi-Annual reviews
- Up-skilling day to day knowledge
- Identify and drive efficiency within the team

**Knowledge, Skills, and Experience Required**
A good level of Networking skills is desired for this role, with a good understanding of Telecoms, Microsoft products, and IT hardware would be advantageous.

**Essential**
- A minimum of 3 years’ experience in a similar role
- Excellent communication and documentation skills
- Customer focussed
- Able to build strong working relationships with colleagues and customers
- Confident decision-maker and able to demonstrate sound judgement
- Highly self-motivated
- Self-starter with the ability to motivate a professional customer-focused team
- Incident management
- A strong understanding of the following technologies;
- ITIL
- Networking (minimum of CCNA Level)
- VoIP Telephony

**Competencies**
- Communication
- Decision Making
- Customer Service
- Adaptability
- Problem Solving

**Reporting and Department**
The role will report directly to the Service Desk Manager.

**Salary**

£30,000 - £45,000 (depending on experience)

**Benefits**
- Competitive salary
- Enhanced maternity and paternity pay
- Fantastic company culture
- 25 days annual leave (increasing with length of service)
- Contributory pension scheme
- Cycle to work scheme
- Discounted gym membership
- Corporate travel discount
- Childcare voucher scheme
- 24 hour employee assistance
- TechScheme
- Health Plan including: eye care, dentistry, physio, 24-hour employee assistance
- Death in service

**Location and Working Arrangements**

The position offered is based out of Aspire’s Gateshead Head Office.

**Hours of Work**
Hours: 37.5 per week with shift patterns between the working hours of 8 am to 6 pm Monday to Friday.