Technical Support Desk Team Leader
Technical Support Desk Team Leader
Based in Loudwater, HP10 9QR
Salary - up to £35,000.00
We are looking for an experienced technical support Team Leader to supervise the Support Desk Team based at Costa Express Head Office in Loudwater. Your role will be to ensure that service delivery meets agreed processes, the SLA's and the client's service experience, while identifying and implementing improvement opportunities. In addition to this, you will also manage and close you own call stack alongside the rest of the team.
What the job is…
Manage team calls, ensuring that they are evenly distributed and that calls are assigned to appropriate team members.
Manage the priority of the calls based on the client's methodology.
Ensure that all calls are responded to in advance of SLA.
Ensure all calls are updated regularly and have the appropriate level of detail.
Monitor the resolution of calls, in order to meet SLA and the business requirements.
Evaluate call stack to identify trends and issues that should be escalated to a problem.
Act as an escalation point for the helpdesk team, recognising when a call needs escalating further.
Manage the support / alert mailboxes, ensuring that these are monitored constantly and assigned appropriately to be actioned/resolved.
Attend weekly and monthly team meetings armed with appropriate information and statistics, making improvement recommendations where appropriate.
Investigate calls that miss SLA to identify root cause and improvement opportunities.
Carry out regular formal and informal 121’s to provide feedback and support to team.
Ensure that gaps in technical documentation are filled with the necessary information.
Manage your own call stack, delivering call closures in line with processes.
The ideal candidate will have had previous experience of working in a helpdesk role, with a solid and varied technical background. You will also have recent experience of managing a small technical helpdesk team. You will also have the following knowledge/experience:
· 3+ years’ experience of exposure to many different environments and platforms
· Microsoft Server Operating Systems installation and support
· Microsoft Exchange installation and support
· VMware ESXi 5.0+ installation and support
· Switch installation, configuration and troubleshooting
· Experience with firewall setup and management
· Experience with a variety of backup technologies and methods
· A previous Client/Customer-facing or in-house IT role and demonstrable evidence that you thrived on this
· At least an awareness of virtualisation technologies
CIT is driven not only by our clients and our fantastic relationships with them, but also our amazing team. We are not just a successful business, we are a family. People matter to us - their opinions, their ideas, their development and most importantly their happiness is valued above all else, as they are the key to our success.
With this is mind we try to make sure that the benefits that we offer to our team reflect the high value that we place on them. We offer private healthcare schemes, an employee assistance programme, access to an exclusive discount website, eyecare vouchers, childcare vouchers, a cycle to work scheme, long service awards, and quarterly team nights out. We also carry out bi-annual development reviews for all of our team members, giving them the opportunity to discuss their career and their training and development. Our team are the best in the business, so training is very important to us - we provide internal and external technical and soft skills training, and support our team by paying for them to take the exams that they need to gain valuable, industry recognised qualifications to develop their knowledge and expertise.