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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
* 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 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