2nd Line Service Desk Team Leader
Job Description
Profile Resourcing Limited
A fantastic opportunity for a 2nd Line Service Desk Team Leader to join this IT Solutions company who are currently experiencing substantial growth. Your role will be the day-to-day management of both the 2nd Line Service Desk and Field Engineering teams.
Responsibilities will include
– Monitoring and management of 2nd line call queues to ensure tickets are being prioritised and progressed.
– To be the technical lead for the 2nd line team, ensuring continual improvement of technical knowledge/skills for each team member through technical guidance, cross training and quality documentation.
-Ownership of customer and/or internal management escalations that require 2nd line support.
-Customer liaison on matters requiring supervisory/management input from 2nd line support.
-Resource allocation of Field Engineering team to achieve Service Delivery requirements.
-To work closely with the Technical Services Manager to organise and manage the allocation of 2nd line and Field Engineering resources to achieve business targets.
-Responsible for ensuring key 2nd line support processes are created and maintained.
-Ensuring the 2nd line team are meeting internal key performance indicators (KPI’s) and providing regular reports to the Technical Services Manager.
-Gathering and dissemination of client feedback, to motivate & support the 2nd line team.
-Involvement in ongoing performance management of 2nd line engineers, including monitoring performance, providing feedback, mentoring and team building.
-Control of incoming and outgoing client hardware, including management of builds processes, software, images, documentation and resource allocation.
-Support the Client Success Team in new commercial service and support opportunities.
Manage lunch and shift rota’s for 2nd line team.
So if you have previous indepth technical support experience, some of which was with and an Outsourced IT Provider and have managed or supervised teams then this could be the opportunity you have been waiting for.
You will need to show excellent communication skills and be able to maintain professionalism and control when under pressure.
The following Technical qualifications would be desirable:
o IT related Degree
o ITIL Foundation
o Relevant Microsoft certifications
o CCNA
To apply for this job please visit definitejobs.co.uk.