Technical Services Team Leader

We have a fantastic opportunity for an experienced Technical Services Team Leader with strong line management and general 2nd / 3rd line technical skills to assist the Technical Services Manager, providing team management and reporting for the technical services team

Main duties:

* Line management of the technical team in 3rd line

* Ensure the shift Rota is up to date.

* Manage communication with outsource partners

* Reporting on ticket quality and team performance

* Acting as an escalation point for customer escalations

* Assist with the creation and management of customer documentation

* Facilitate team training and development

* Liaise with the service desk to improve escalation routes

* Continually improve and develop the team

* Promote the Company Ethos and Vision

Experience Required

* Experience of leading strong technical teams

* Experience of MSP Environments

* Monitoring Tools (NOC)

* Good communication skills

* General technical skills to a reasonable level – 2nd / 3rd line

* ITIL Experience

Behaviors and key Competencies

* Proven abilities to take initiative and be innovative

* Willingness to lead and not be the boss!

* People orientated, team management and development

* Analytical mind with a problem-solving aptitude

* Positive, enthusiastic and supportive

* Ability to take ownership of and progress issues

* Ability to work under pressure

* Ability to build good working relationships with internal and external contacts.

QUALIFICATIONS AND PREFERRED SKILLS

* ITIL foundation

* Service Desk leadership experience or qualification

* Microsoft and Apple infrastructure / support experience