Specialist Technical Support Lead - Hindlip, United Kingdom - Red Snapper Group

Red Snapper Group
Red Snapper Group
Verified Company
Hindlip, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
RSR is a public safety & enterprise security recruitment specialist. We assist public safety employers find the right talent. We assist all employers when they want to source public safety and enterprise security skills and experience.


RSR Public Safety are currently recruiting on behalf of our policing client based in West Mercia for a Specialist Technical Support Lead.

This is a full time, permanent role and offers a salary of £49,602.


Main Duties:


  • Supervise a technical support team to provide a capability, to carry out appropriate customer problem solving activities, including invoking external support as necessary.
  • Deliver an effective, high quality service to the organisation and all its customers. Research customer issues in a timely manner and follow up directly on recommendations and action plans for resolution.
  • Work with the IT Architecture Team to ensure that all specialist services are maintained in an efficient and timely manner maximising the benefits to the force.
  • Ensure that all relevant ICT changes and releases designed, developed and deployed facilitate the sustainable realisation of the defined and agreed strategic and operational objectives.
  • Support projects and/or work with key stakeholders (clients, customers and/or suppliers internal and/or external) to deliver an effective and efficient seamless service provision.
  • Provide required documentation to the prescribed standard for the service teams and ensure any change in procedure and/or documentation is available to relevant parties at the earliest opportunity.
  • Help to create new knowledge base articles to share information for reuse throughout the team and customer base.
  • Proactively identify risks and issues within the IT service estate and take appropriate action.
  • Technically support the change and/or operation of the IT service estate, as required, to deliver and support IT services and products to meet the needs of the force.
  • Be familiar with and support the aims and objectives of the team, department, contributing to the overall vison of the directorate and organisation.
  • Ensure the welfare needs of team members are met and high levels of motivation are maintained.
  • Monitor and manage performance, ensuring that issues are identified and addressed, team and individual performance is improved and professional standards are met.
  • Ensure team and individual capabilities and development needs are assessed and appropriate development plans agreed to enable high performance.
  • Delegate for the Service Manager as required.
  • Undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.

Essential Requirements:


  • ICT (Level 5) professional qualification or equivalent ICT qualification.
  • Professional Management qualification (Level 5), or equivalent.
  • ITIL certification in IT Service Management, or similar.
  • Knowledge and understanding of Industry Best Practice and relevant guidelines such as ITIL v
  • Level 5 Management qualification, or equivalent is desirable.
  • Substantial knowledge, acquired through handson experience, in a specialist technical support environment for both hardware and software.
Understanding of appropriate and relevant architectural principles, frameworks, processes and standards.


Alternatively, if this role is not for you but you do know somebody who would be interested please refer them to ourselves.

We have a referral bonus scheme and will pay up in retail vouchers of your choice, for referrals who are not already known to us.

RSR Public Safety is member of the Red Snapper Group.

The Red Snapper Recruitment Group is an equal opportunities employer.
More jobs from Red Snapper Group
See all jobs of Red Snapper Group