Technical Team Leader

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A fantastic opportunity has arisen to work in this highly regarded and forward-thinking IT services organisation. The Technical Team Leader will be an escalation point to the Service Desk and will be responsible for providing practical technical support to installation engineers, whilst working to agreed targets including, quality, customer satisfaction.

Key Dimensions:

The role includes, but is not limited to, the supervision of a IT Support teams, all reactive elements of day to day service management, including escalation, problem and workload management.

Key Responsibilities and Challenges:

- Line manage the activities of support staff in the team to provide day-to-day operational support and be available to respond to escalation events at any time.

- Ensure standards, policies and procedures are developed, maintained, communicated and followed.

- Monitor and manage the call, e-mail and self-service traffic including active participation in the handling of support calls where necessary.

- Motivate the Team ensuring that morale levels are high.

- Mentoring team members

- Delegation of key tasks and responsibilities to appropriate members of the team when required.

- Recommend, approve and implement changes for increasing the efficiency and effectiveness of the team.

- Ensure that additional team tasks are completed on time and be accountable for the delivery.

Required Experience

They are looking for a candidate with minimum of five years' experience in a 3rd line role ideally within an MSP

- Strong Knowledge Windows Server 2008 -2012R2, 2016 beneficial

- Active Directory, DNS, DHCP, Group Policy

- Windows, Vista,7,8,10 (extensive experience)

- Microsoft Office 2010-2016

- Microsoft Office 365 - Configuration, Migration, Monitoring & Maintenance

- Networking - Switching, VLANS, Security, Routing, VPN's

- Microsoft Exchange 2010-2013, 2016 Beneficial

- Virtualisation- Hyper-V, VMware, installing, maintaining, configuring

- Backup - Design, Configure, troubleshoot

Practical Experience:

- Minimum 3-5 years working for an MSP

- Minimum of 3-5 years hands on IT Support experience.

- Understands SLAs and KPI's.

- MS windows operating systems.

- Internet Explorer and e-mail.

- Basic networking IT Infrastructure and hardware.

- Capable of deputising for the IT Service Desk Manager.

- Experience of managing people and developing a team.

Essentials:

- Management

- A passion for technology and excellence

- Excellent communication skills.

- Leadership and team building skills.

- Excellent interpersonal skills.

- Good oral and written communications.

- Good technical ability in the use of remote support applications and tools.

Education/Qualification:

Degree Calibre

Location:

Within commuting distance of your main office of employment Angel - London.

This is a technical role.

You will regularly need to report to the Directors