3rd Line Support Team Leader

My client is seeking a 3rd Line Support Team Lead as it enters its next stage of growth to lead a team of customer support professionals in a senior management capacity.

This role would suit someone who wants to make a difference, understands that the customer is king and are technically brilliant! In return you will be joining a dynamic and supportive company that encourages career progression and is passionate about personal development.

In addition to mentoring a team you will be a key interface for high profile accounts and be expected to proactively spot opportunities and issues rather than reacting to problems. Client visits will be required to discuss complex technical requirements/escalations so flexibility to travel is essential.

Responsibilities:

• Take ownership of key customers and products
• Be the final point of technical service escalation
• Provide technical support to the sales team when required
• Ensure support SLAs are delivered across all customers & products
• Implement changes to drive levels of service
• Ensure the customer support engineers deliver exceptional service to customers and internal stakeholders.
• Manage the internal IT/telecoms infrastructure
• Ensure pro-active communication across key customers is maintained
• Delivery of external SLA reports for customers on required basis (e.g. quarterly, annually)
• Delivery of internal reports to the management team regarding team performance, escalations
• Mentor the team including performance and development management

Essential skills:

• Excellent understanding of Microsoft OS, ability to install and troubleshoot to 3rd level on Microsoft systems and servers
• Excellent virtualisation skills (VMware, Hyper-V)
• Customer facing skills
• Strong understanding of Routing/Switching/Firewalls
• Excellent communication skills
• Strong TCP/IP knowledge (CCNA level desirable)
• A passion for technology and solving technical challenges

Desirable:

• A good understanding of VOIP/Asterisk or similar open source solutions
• A good understanding of Linux OS, ability to install and troubleshoot Linux