Job Details
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**Support Team Leader**
**Job Overview**
If so, then joining us as the Support Team Leader could be the ideal opportunity to progress your career.
Continued growth in the outsourced IT sector has created another great opportunity to join our Support team. You will be responsible for managing your own case queue and ensuring customer SLAs are met, whilst supporting your team members with technical help and guidance to ensure you achieve SLAs as a group. You will be able to spot opportunities within your team to make improvements to the overall customer experience, gaining excellent customer feedback and implementing improvements to customers systems.
Our successful and growing business is fortunate to work across a wide range of sectors. Our team operates in a fast-paced environment, managing the high expectations and requests of our many customers every day and therefore it is likely you will have previous experience within a leadership or senior technical role.
**Responsibilities**
The role will include, but not be limited to, the following range of activities:
* Active management of your 2nd line case queue and workload
* Reviewing your teams queues and workload
* Triaging of your teams cases
* Answering overflow telephone calls from customers with technical problems/queries
* Resolving cases raised from the proactive monitoring system
* Escalation point for your team members
* Lead the planning, implementation and support of ad-hoc department projects
* Driving ideas through to the Department Manager and implementing customer improvements
* Attending customer meetings
* Working closely with Account Managers to feedback on customer issues and case trends
* Analysing team ideas to present internally
* Completing quarterly performance reviews and developing team members
**Skills & Qualifications**
It is anticipated that you will be able to demonstrate the following skills and qualities:
* Excellent analytical skills
* Strong problem solving skills
* Confident communicator
* Personable and approachable
* Enthusiastic with a drive to help others achieve
* Ability to produce high quality documentation
* Previous experience of leading and coaching a team
* Flexible, reliable and can-do approach
* Diligence and attention to detail
* Ability to work under pressure
* Enthusiasm for technology with prior technical knowledge
* Full clean driving licence
* CompTIA A+ & CompTIA Network+ certified
The following skills would also be desirable:
* Experience with customer relationship management software (Microsoft Dynamics CRM)
* Previous involvement/development of policies and procedures
* Working with IMS ISO9001/ISO27001 framework
* ILM Level 3 Diploma in Management
* Microsoft 365 Certified
**Additional Information**
The role will include but may not be limited to:
* Working in shift patterns between the hours of 06:00am 10:00pm, Monday to Friday, as well as a scheduled weekend shift working between 08:30am 05:30pm. You will acquire an additional day off during the week when working the weekend shift
* Being available as an escalation point for your team out of hours in an emergency
* Completing GWO training
* Staying away overnight to ensure prompt start of customer work or if too late to return post completion of work
* Traveling to customer sites and driving the company vehicles
**All successful candidates will benefit from the following:**
* Salary range 29,000-34,000
* 28 days holiday, including Bank Holidays, in years 1 - 3, increasing to 33 days thereafter
* 4% company contributory pension
* 50% subsidy towards Bannatynes gym membership
* 2 weeks paid parental leave
* New employee referral scheme bonus
* Bonus potential after 6 months
* Private medical insurance after 1 year
* Group life cover of 4 x annual salary after 1 year
* Buy up to four weeks additional holiday after 3 years
* Long service bonuses after 5 years
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