Are you an experienced technical leader with a background in a support role?

I am looking to speak to IT Technical Support Leads based local to Felixstowe, as the Technical Lead you will be responsible for a multi-disciplinary 24x7 team of Technical Analysts as the first point of contact for the business and it's customers, ensuring adequate resource is available for uninterrupted service at all times. You will work together with the IT Customer Service team to develop the approach of the front line support teams to ensure a consistent delivery of outstanding customer service.

This is an office based role and you will be required to attend site in Felixstowe, Monday to Friday 8.30am-5pm.

To be successful in this role you will be responsible for:

Providing leadership to, and oversee the daily activities of the technicians responsible for providing support services and solutions within agreed SLA’s.

Maintaining focus of the whole life cycle of tickets including incidents, problems and change requests and act as a point of escalation to the IT Support Manager.

Produce and maintain accurate documentation in relation to supporting auditable activities.

Proactively manage and solve problems, making decisions within remit of the role and display consideration and a practical view when seeking resolutions, working to find the best option for the business at all times.

Targeting the identification of trends and explore opportunities for service and business improvement; driving the analysis, identification, prioritisation and implementation of improvements and efficiencies ensuring that the organisation derives maximum value from services and recommend improvements to the IT Support and IT Service Managers

Maintaining operational awareness of security threats and risks to the business and its customers as a point of critical national infrastructure.

Whilst overseeing the authorisation and monitoring of access to IT facilities or infrastructure in accordance with established organisational policies, including investigation of unauthorised access, compliance with relevant legislation and the performance of other administrative duties relating to security management, you will also be required to have the following skills:

Higher level education degree or equivalent recognised vocational qualification preferably in IT related subject or sound experience in an IT Support role, with proven track record of contributing within the whole support life cycle.

ITIL Foundation level or equivalent recognised IT service provision qualification.

Experience in a leadership role within a technical support capacity

If you are based local to Felixstowe and love the hustle and bustle of a busy site, working with a team of technical experts and would like to hear more, apply now