Technical Team Leader (2nd Line Support level) – Milton Keynes- NEW!
Once again Focus IT has the pleasure with working alongside this well established IT Solutions Provider. My client has been going for 15 years and is industry recognised for their service level within the MSP Sector.
Due to planned growth we are looking to recruit a Technical Team Leader to head a new Technical Support team. You will be working within a Service Desk environment managing a team of Engineers providing remote, desktop and Server support to SME and Enterprise sector. Responsibilities include technical IT operational duties, maintaining client support ticket requirements and working to SLAs. The role requires you to manage a technical team that deal with complex activities and project work, be the first point of escalation for problem resolution and customer service. Assist in the management of the various client infrastructures in accordance with my client’s standards & their client’s needs.
Ensuring the smooth running of clients systems and network infrastructure ensuring they get maximum benefits from them.
Key Role Duties/Responsibilities:
Direct management of a Team of 2nd and 3rd Level Technical Engineers, providing remote support for the Top 10 customers
Responsible for the mentoring and development of your team
End to end ownership of problem resolution.
High level of client care and customer service.
Minimum Level 2 technical support background.
You will be responsible for identifying skills gaps within the team, ensuring these are highlighted as risks and actioned as part of a continuous process of up-skilling and cross skilling knowledge of our top clients and technologies.
You will be an experienced Technical Team Leader with 3 or more years’ commercial experience, with a background in technical support (2nd line desktop as a minimum). You are required to and have strong customer service skills and the ability to lead and motivate a team of support engineers.
Key Skills required:
You will be passionate about people, with an enthusiasm for developing talent to ensure exceptional individual performance and individual potential are optimised , creating an environment where personal development and team working are valued;
You will bring excellent communication skills, using a range of styles to communicate with clarity, generating interest and enthusiasm in others;
You will act as a positive role model within the team, promoting our key values and behaviours.
You will be highly customer centric, with a focus on exceeding the expectations of both internal and external customers;
You will bring proven experience of direct team management within a similar Technical Support environment, preferably with 2-3 years of team lead experience.
This is an excellent opportunity for a Team Leader with a background in IT Support seeking to utilise your skill sets and be a key part of the service delivery team within this dynamic and forward thinking MSP.
Any exposure working for MSP (Managed Service Provide), IT Outsource company would be highly beneficial towards your application.
Please forward CV’s to firstname.lastname@example.org or alternatively call 0844 875 9375 for more information.
Salary: £28,000 – £30,000 + Great Benefits