2nd Line Team Lead - Cheltenham, United Kingdom - IMT Resourcing Solutions Ltd

IMT Resourcing Solutions Ltd
IMT Resourcing Solutions Ltd
Verified Company
Cheltenham, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

We are working with a rapidly growing business who are seeking a Service Desk Team Leader to join their NOC.

This is a great opportunity for someone who is currently operating in a Senior 2nd Line position looking to make the move into Team Leader or an experienced Team Leader looking for a new opportunity.


With the support of the NOC Manager the Service Desk Team Leader has a great opportunity to develop their leadership skillset and progress within the business.


What will you be doing as a Service Desk Team Leader

  • Track update and resolve all assigned incidents, changes, and problem tickets in the IT Service Management platform
  • Properly escalate incidents in a timely manner adhering to support guidelines and procedures.
  • To manage the 2nd Line teams, and ensure service SLAs are met
  • Train and develop your teams to ensure that you have the necessary skill sets within your teams to supply the highest standards of technical support and customer service.
  • Provide line management responsibilities including conducting one to ones, setting KPI's and Objectives, Personal Development planning, approving holiday requests, disseminating management information etc.
  • Function as a technical point of escalation for the 2nd Line and Field Engineering teams as required.

What technical experience do you need?

  • Previous experience in a Team Lead or Senior position with exposure to supporting and leading a team.
  • Windows Server (2016 & 2019)
  • Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
  • VMware ESX/ESXi and vCenter
  • Microsoft Exchange and Office 365 (SharePoint, OneDrive etc)
  • Veeam Backup & Replication
  • Advanced TCP/IP, switching and routing.
  • Firewall and VPN configuration
  • Microsoft SCCM, InTune and AutoPilot
  • Citrix XenDesktop, including NetScaler.
  • SAN Technologies

Other experience?

  • Previous Team Leader and/or management experience within a similar size team
  • Ability to demonstrate a high level of accuracy and attention to detail.
  • Excellent communication skills: both written and verbal.
  • A passion and enthusiasm for service delivery, continual service improvement and customer satisfaction

What will you get in return?

  • Salary of up to £35,500 per annum
  • Competitive pension and additional benefits such as private healthcare
  • Truly hybrid working environment
  • Excellent career progression opportunities and CPD
This role is based in Cheltenham and is commutable from Gloucester, Cirencester, Tewkesbury, Stroud, Bristol, Swindon and Worcester


Job Types:
Full-time, Permanent


Salary:
£30,000.00-£35,500.00 per year


Benefits:


  • Cycle to work scheme
  • Employee mentoring programme
  • Flexitime
  • Work from home

Schedule:

  • Flexitime
  • Monday to Friday

Ability to commute/relocate:

  • Cheltenham: reliably commute or plan to relocate before starting work (required)

Education:


  • GCSE or equivalent (preferred)

Experience:


  • Technical support: 1 year (preferred)
  • Customer service: 1 year (preferred)

Work Location:
In person
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