Application Support Team Leader - .Net, ITIL, Enterprise

Recruiter
Applause IT Ltd
Location
Warrington
Posted
16 Mar 2019
Closes
27 Mar 2019
Contract Type
Permanent
Hours
Full Time
Application Support Team Leader - .NET, ITIL, Enterprise AI Solutions Near Warrington - Commutable via Liverpool and Manchester £40,000 - £45,000 pa (depending on experience) + Bonus + Benefits + Part Home Working High growth international solutions house requires experienced Application Support Team Leader to manage part of a growing team of 2nd/3d line support specialists, working on fault resolution for customers of it's scalable and robust enterprise grade AI solutions. This is a new position to help scale the support organisation and deal with exciting day to day management challenges of a highly technological support team. As part of a Global Support team, you will be responsible for managing a team of engineers providing world class technical support to partners as well as helping manage the growth in the region. Required skills, experience, qualities: Circa 7+ years of industry experience in supporting enterprise software components Must be a team player who strives for excellence and sets an example for good work procedures and practices Possessing excellent communication and customer-relationship skills - responsiveness, sensitivity and diplomacy Excellent communication and problem-solving skills with strong technical aptitude Comfortable to work with a wide range of technologies including .Net, Windows, and MS SQL Server Passionate about delivering high quality service to customers and partners, with a focus on continuous improvement College diploma or bachelor's degree in a technology-related field (or equivalent work experience) Experience with supporting .net environments is preferred Ability to work under own initiative and respond to peaks in demand Strong relationship management skills, establishing empathy with customers through insight into their business drivers and expectations Desirable: Any Portuguese, Spanish or Russian language skills (to native standard) of interest but in no way essential (there are other European language speakers in the team). The Role: Be Passionate about customer Support and ensure customer issues are responded to within their service level agreements in a positive and consistent way Work with the Incident Manger to proactively manage escalated Incidents and follow-up with dissatisfied customers Create and implement action plans for resolution of difficult situations Provide a "Support Welcome" to new key customers Ensure qualifying customers receive their quarterly meetings and relevant updates Assist in the recruitment process for new Support Engineers Review and coach the team in best practices around incident handling, both communications and technical case handling Manage the workload of the Support Engineers to ensure SLAs are met workload is prioritised correctly Identify team member's development and training needs Provide hands-on help by taking incident tickets as required in the event of exceptional workload or staff shortage Manage team member's holiday requests & rotas Drive the team to achieve their corporate objectives Look for ways of reducing the customer effort required when resolving incidents Constantly review processes and procedures to look for improvements Drive ideas for call deflection and self-service Drive the creation of knowledge assets Identify problematic areas and communicate these with technical engineers Provide customer feedback to the appropriate internal teams, such as Product Development The Rewards: Highly competitive salary Bonus up to 10% Work up to 2 days a week from home Company Pension Health Care inc Dental and other insurances On call rota with good payment/s Share save scheme Relaxed and Professional company environment with Casual Dress code Please send CV now and call Tim Morris on 07739 716815 to find out more Application Support Team Leader - .NET, ITIL, Enterprise AI Solutions Warrington, North West To 45K

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