Linux Support Team Leader - Manchester, United Kingdom - UKFast

Description

The role

As a Linux Team Leader, your will be responsible for the coaching and mentoring of your team, which delivers excellent technical support with outstanding customer service.

You also will champion satisfaction and efficiency within ANS's service level commitments.

What will I be doing?
Manage Support staff resources for optimal performance and priority delivery.

This consists of resource management for incoming customer enquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off.

Maintain a performance measurement framework and facilitate a regular feedback system to team members on matters such as customer service, communication and technical skills, in order to enhance the quality of support delivered.

Review performance through appraisals, ticket reviews and action any identified training requirements.
To engage within the business (and third party providers where appropriate) regarding escalations, reviews, updates and strategy news. Ultimately creating and building good relationships.
Act as an escalation point for any technical related issues or concerns.
Prepare the support team for new product/service releases.
Contribute to improved processes, procedures and documentation


What will I bring to the role?
Well presented with excellent communication and interpersonal skills. With the ability to deal with people from all levels of the business.
Experience coaching and mentoring staff
Strong Management and interpersonal skills
Able to take ownership of an issue and follow through to conclusion.
Able to address challenging management issues such as performance management
The ability to make the right business decision in line with our core values


What does success look like?
Contribution to a signification reduction in the average amount of support requests per client for your team. A significant amount being a reduction of 5% or more per year.
Ensure support requests are resolved within agreed SLA timeframes.
Monthly meetings with team members held for one-2-ones. Ad-hoc meetings as and when required to address any issues.


Why work for ANS?
At ANS we try to do things a bit differently. We don't settle for 'that'll do' or for 'that's how we usually do it'. We're a diverse, curious crowd and we like to know why things are done in a certain way.

Not just for the sake it, but because we want to change things, to improve them, to create something special.

We're a down to earth, straight-talking bunch. Who have great ideas, do amazing work and who don't accept the usual ways of doing things.

There are about 700 of us who think like this, helping to mould one of the UK's few £1 billion tech businesses.

So, you know you'll be working with lots of other smart, daring, like-minded people.
The important thing is what we do together.

Our culture is built on mentoring and progression, so whether you're an apprentice just starting out, or joining us with years of experience, our goal is simple.

We want to find the best talent and invest in our people so that they can be the best they want to be, because when you progress, so do we.

Find out more at LinkedIn pages

Why Join?

Everyone needs downtime so

As standard:25 days'
holiday, plus you can buy up to 5 more** days


A little extra:

Happy Birthday:
- have an extra day's holiday on us to celebrate your birthday;

Tying the knot? We give you 5 days' additional holiday in the year you get married;

Got kids? Get the first day of school off to help your little ones adjust


Live your life.
Private health insurance
Pension contribution match and 4 x life assurance
Hybrid, flexible and remote working
Work from an approved international location for up to 30 days per year
Maternity: 16 weeks' full pay Paternity: 3 weeks' full pay, Adoption: 16 weeks' full pay
On-site gym
Free onsite parking
Company & team activities and events including parties, family & friends celebrations, charity days and many more


It's all about us and the planet we inhabit
Salary sacrifice electric car scheme
5 Volunteer days
12 days of personal growth development time
Active and engaged diversity groups with events and educational sessions arranged regularly


Job Type:
Apprenticeship