Ict Technical Lead

**Company Overview**

Link is a debt purchaser and financial services provider working with many of the UK high street banks and credit card providers. We are one of the leading names in our industry and are passionate and committed to providing high quality service we would like you to be part of our growth.

The ICT Technical Lead will be joining the team at an exciting time with changes ahead collaborating with an amazing team, focusing on the future of the team and the business. The ICT Technical Team Leader will play a vital role in supporting a fast-paced IT improvement agenda and will be involved in the delivery of IT projects along with BAU.

**About You**

We are looking for someone that is a great team player because our success is built on working together effectively. We are also looking for someone that loves to challenge the status quo and can see improvement in everything they do as identifying better ways of working is crucial to how efficiently we work. And because we are operating in a fast-moving environment, someone that is hard working and adaptable to work in a fast moving, transitional, infrastructure-centric environment is also crucial to our success.

This is an exciting time to join the team
- Self-motivated, punctual, and flexible in your approach to work
- Commitment to personal development and keeping up to date with current industry trends, technologies and best practices
- A strong team player, with the natural mentality to achieve team goals
- Strong communicator with interpersonal skills that develop strong relationships with others
- Proven ability to work under pressure
- A focus on continued improvements

**Job Role**

The role will manage the local team responsible for operating the second line support of the ICT Operations team (L2). The role will support all entities across the ICT global service this will include local onsite presence for all support/infrastructure matters. The role will work closely with the ICT Service Desk Manager and Service desk to ensure an outstanding service is provided and identify areas of improvement.

The role will support the leadership team and ICT Service Desk team and provide technical hands on for the Second Line service including infrastructure technical support and will be involved in providing input into L3 escalations where required.
- Effectively managing workload and priorities within the second line support team to meet agreed service levels, including a high first-time fix rate.
- Includes mentoring and coaching within the team
- Provides input into daily, weekly and monthly KPI reports on team’s productivity
- Provides technical hands-on support and ability to use initiative and diagnose a high proportion of users' problems without referral

Full Job description available.

**Work Experience and Qualifications**
- Experiencing in managing a small team and technical solutions
- Has a solid background working within a busy IT team and able to work well under pressure and at a high work rate
- Strong knowledge of administrating and supporting M365 including Exchange Online
- Experience of Microsoft Cloud technologies (Azure, Azure AD Connect, MFA, Conditional Access)
- Strong experience in Wintel

**Salary and Benefits**

We provide a range of benefits that are designed to support our employees across their health, finances, and lifestyle. Some of our benefits are listed below:

- Your hours of work are: 37.5hours per week, but dependent on the business needs it may vary
- Some out of hour’s work will be required
- Salary - £35,000 - £45,000
- Role is in Caerphilly - some travel to UK and European offices may be required
- Hybrid working, this will be based on a 2/3-day split, this will be discussed at interview stage
- 25 days holiday +bank holiday’s + a Birthday Day off
- Discretionary annual performance bonus scheme
- Purchase additional holiday scheme
- Pension Scheme
- Employee Assistance Programme for you and your family, including virtual GP service, counselling, get fit programmes and more
- Life assurance (4 x annual salary)
- Season Ticket Travel Loans
- Enhanced Maternity and adoption pay
- Voluntary employee benefits such as Dental and Health Plans, Gym Discounts, Restaurant Discounts, Will writing services and more
- Discounts and cashback on thousands of retailers
- Friendly, relaxed atmosphere with modern facilities and free tea and coffee
- On-site parking
- We arrange a lot of social events during the year, regularly fundraise for our chosen charities, and have recognition schemes in place that reward our employees for being great team members.