2nd Line IT Support Team Leader

Commercial Ltd
Cheltenham, UK
02 Aug 2019
28 Aug 2019
Contract Type
Full Time
Commercial Group was established in 1991 and has since grown to become the largest independently owned Business Services Group in the UK. Today, comprising of six divisions; Managed IT, Office Supplies, Interiors, Managed Print Services, Technology Supplies and Print, the £65m turnover Company is renowned for delivering superior quality product, service and consultancy to business nationwide.

We are currently embarking on exciting and ambitious growth plans to grow to a turnover of over £70m so we need talented people to support this growth. We understand that superior performance starts and ends with our people; people with passion who like to make a difference and most importantly love what they do. If you would like to be a part of this exciting journey then we would love to hear from you!


Our Managed IT Division designs, implements and supports the IT infrastructures of some of the UK's top organisations within both the public and private sector. No client has the same needs and our solutions and support packages are tailored to the specific requirements of each client.

As the 2nd Line Team Leader, you will manage our 2nd Line Helpdesk and Field Engineer Teams. The ideal candidate will be a dedicated individual with a desire to deliver high quality service to both internal and external customers alike. The candidate must have previous Team Leader / Management experience and a strong technical background so that they can build the respect of a talented team of IT Infrastructure engineers.

  • Ensure that the 2nd Line team and Field Engineer team meet service SLA's for our customers
  • Train and develop your team to ensure that you have the necessary skillsets within your team to provide the highest standards of technical support and customer service
  • Provide line management responsibilities including conducting one to ones, setting KPI's, approving holiday requests, disseminating management information etc.
  • Work within the 2nd Line team to resolve customer issues remotely via telephone, email and remote support sessions
  • Act as a point of escalation for the 2nd Line Team as well as off-site support staff, and provide assistance with helpdesk tickets where possible, escalating further as required
  • Work with off-site support staff to promote a seamless and collaborative support service
  • Schedule Field Engineer site visits as required
  • Improve process, procedures and service improvements to introduce efficiencies, streamline support process, provide a consistent user experience and identify new opportunities.
  • Develop and promote a proactive 'can do' culture within the department
  • Ensure support services are delivered within an ITIL framework and aligned to industry best practice
  • Build and maintain strong relationships with internal and external stakeholders to build confidence and promote NOC services.
  • Ensure that service metrics and good data quality is maintained to enable accurate reporting
  • Handling difficult calls and resolving difficult customer situations through excellent communication and direct stakeholder engagement.


A minimum 3 years relevant experience with the technologies listed below, ideally with either a Microsoft MCSA or Citrix CCA, and a minimum 1 year relevant Team Leader / Management experience

-VMware ESX/ESXi and vCenter

-Active Directory, DHCP, DNS, Group Policy, WDS and WSUS

-Windows Server (2008 R2, 2012 and 2012 R2, 2016 & 2019)

-Exchange (2010, 2013) and Office 365

-Citrix XenDesktop

-Veeam Backup & Replication

-Sophos Anti-Virus (On-Premise and Central)

-TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments

-SAN Technologies including Lefthand and Nimble

It would also be beneficial to have experience of:

-Microsoft SCCM, InTune and AutoPilot

-Microsoft Hyper-V and failover clustering

-Citrix Netscaler

-Two-factor authentication including Vasco and SMS Passcode

-Corporate wireless systems including Meru and Meraki

  • Competitive salary and bonus scheme
  • On-Call Rota with Shift Allowance and Overtime Scheme
  • We all get a generous holiday allowance of 25 days plus bank holidays which increases with length of service
  • Bonus scheme (paid quarterly upon achievement of KPI's
  • A variety of training & Development programmes tailored to you
  • Earn extra money if we hire your friends or family with our employee referral programme
  • Want to get healthy? We have free fruit delivered for all staff! And our state of the art coffee machine will be sure to set you up for the day
  • Looking for a little extra? You could get a day off for doing charity work and you might even get a treat on your birthday and work anniversary!
  • A range of team and social events
  • Cycle to work scheme, pension contributions, Employee support programme, Flexi time scheme and more

Similar jobs

Similar jobs