2nd Line Team Leader - Cheltenham, United Kingdom - Commercial Limited

Commercial Limited

Verified Company

Cheltenham, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you passionate about Technology and have Team Leader or Management experience?

As the 2nd Line & Field Team Leader, you will manage our 2nd Line Helpdesk and Field Engineering Teams.

You will be a dedicated individual with a desire to deliver high quality service to both internal and external customers alike.

You must have previous Team Leader / Management experience and a strong technical background so that you can motivate and coach a team of a talented team of IT engineers.

Your responsibilities as a 2nd Line Team Leader will be:

Track update and resolve all assigned incidents, changes, and problem tickets in the IT Service Management platform
Modify and create work instructions or recipes to prepare for similar impacting events and allow for a quicker response. Constantly review work instructions for accuracy and solicit improvements through third level.
Properly escalate incidents in a timely manner adhering to support guidelines and procedures.
To manage the 2nd Line, Field Engineering teams, and ensure service SLAs are met for our customers.
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.
Work with offsite support staff to promote a seamless and collaborative support service.
Schedule Field Engineer & 2nd Line site visits, as needed for technical troubleshooting, installations, or contractual obligations.
Improve process and procedures to introduce efficiencies, streamline support engagement, provide a consistent user experience, and identify new opportunities.
Develop and promote a proactive culture of continuous service improvement within the department.
Ensure support services are delivered within an ITIL framework and aligned to industry best practice.
Ensure that service metrics and good data quality is kept enabling accurate reporting.
Mentor and develop your teams and serve as a sounding board for specific problemsolving challenges and offer encouragement and support.

You will have experience of the following:
A minimum 2-Year Team Leader / Management experience and at least 2-years relevant experience with the technologies listed below, ideally with either with either ILM Level 3 or ITIL L4 Practitioner Certification

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
Sophos Anti-Virus (On-Premises and Central)
Advanced TCP/IP, switching and routing.
Firewall and VPN configuration
Corporate wireless systems including Meru and Meraki
Microsoft SCCM, InTune and AutoPilot
Citrix XenDesktop, including NetScaler.
Twofactor authentication including Sliverfort, and Azure
SAN Technologies

About you

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.
Exceptional customer service sills, delivering first class service to create 'raving fans.
A passion and enthusiasm for service delivery, continual service improvement and customer satisfaction
The ability to build and maintain strong relationships with internal and external stakeholders

About us

We are proud to be a successful, purpose-driven organisation that is on an exciting journey to achieve an annual turnover of £100m by 2025.

We specialise in Managed IT, Smart Technologies, Managed Print Services, Technology, Interiors, Office Supplies, Commercial Foundation and PPE, Facilities and Workwear.

We invest in our people so they are experts in their field, excel within their environment and continue on a journey of growth and development, personalised to them.

We are #commercialbynature.

Benefits

We commit to ensuring all our employees feel truly valued and appreciated for the work that they do, every day.

As a member of the Commercial tribe, you will receive the following:

A base salary of up to £32,500 per annum
An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs
Hybrid working structure with the flexibility to work from home for part of the week
Company laptop and mobile phone
A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
An enhanced family leave package to support you and your growing family
Life Insurance that offers a payment equivalent to four times your annual salary
Access to confidential support through our Employee