IT Support Team Leader - Hosting / Cloud Infrastructure | £100 Million Leader
£26,400 - £37,400 + Excellent Company Benefits Package + Personal Development
Ready to join one of the leading UK providers of cloud computing and managed hosting?
We are one of the leading providers of cloud computing and managed hosting. Headquartered in Glasgow, we employ over 400 talented staff in offices and datacentres across the UK. Originally founded in 1998, we are listed on the London Stock Exchange and specialise in delivering cloud consultancy, facilitation and digital transformation to ISVs, SMEs, enterprises and the UK public sector.
Our employees help enable any size of business and organisation to operate their online data and IT environments safely and securely. Our technical staff are experts in public, private and hybrid cloud solutions - including AWS and Microsoft Azure – as well as data centre and network engineering. We own and operate a network of UK data centres connected by a high capacity private fibre network and backed by 24/7 technical support.
The IT Support Team Leader Role:
Based in our York office you will lead a team of accomplished and dedicated IT Support engineers in support of a large and diverse customer base spread across multiple locations.
Working with in conjunction with other teams in other locations, you will manage and coordinate your team effectively to ensure it is best equipped to promote and protect the brand.
You will have a passion for delivering an exceptional level of service to our customers and be proactive in driving up standards with our teams to ensure they reach and exceed expectations.
You are responsible for ensuring an effective, reliable and consistent level of operational support is delivered at all times.
As a team leader you are responsible for management of support tickets throughout the ticket lifecycle, ensuring response and resolution targets are adhered to in respect of existing Service Level Agreements and KPIs.
You will evidence the levels of ownership required to ensure that request fulfilment and incident management are delivered effectively at all times.
The Team Leader is a positive role model for the team and drives individuals and team improvements through effective mentoring, leadership, including regular 121s and appraisals and other HR processes.
Your normal working hours will be 09:00 to 17:30, Monday to Friday, but flexibility is expected in line with business requirements. An on call system operates which you will be part of.
IT Support Team Leader Required Skills, Knowledge and Experience:
+ Excellent customer service skills and experience
+ Proven knowledge of working in IT industry
+ Experience dealing with offshore (non-UK support teams)
+ Excellent verbal and written communication skills
+ Flexible approach to work as well as the ability to prioritise workload
+ Good problem-solving and organisational skills
+ Strong Team Leader experience in a technical customer support environment
+ Excellent interpersonal skills
+ Excellent people manager
+ Expertise with Debian and RHEL based systems (Configuration and diagnosis)
+ Knowledge and experience in administering virtual/cloud servers
+ Clear understanding of RAID and software-based storage (MDADM, LVM) manipulation
+ Familiarity with server hardware and general break-fix (Component swap and reconfiguration)
+ Well-versed in internet protocols and standards
+ ITIL accreditation and / or exposure to ITIL Management processes;
+ Technical qualifications (Microsoft / VM Ware / Red Hat);
+ Management Training
+ Exposure to Datacentre / Hosting environments
+ Good knowledge of hosting products and services
+ Exposure to Plesk, cPanel, Wordpress and Magento
+ Asterisk (Phone System) experience
+ SSL, DNS, VHost and PHP configuration and troubleshooting
+ Experience in MySQL configuration, administration and replication
What do we offer in return?
+ Exposure and access to cutting-edge technology as well as the opportunity to work alongside like-minded technical enthusiasts
+ Holiday Trading Scheme – buy or sell part of your annual leave allowance
+ Travel Loans - unsecured interest free travel loans to assist employees
+ ShareSave/SAYE – buy shares in the company at a discounted rate
+ ½ Day off on your Birthday
+ Long service benefits – additional annual leave and access to private healthcare
+ Snacks, drinks and fruit all day every day
+ Breakfast on us every day including a hot roll on Fridays
+ We’ll shout you to lunch once a month
+ Supported training
Training & Development:
As you can gather, we have a relaxed and friendly working environment where you will be working with some of the country’s best talent and greatest technical experts. We want our people to thrive, prosper and to leave work every day feeling valued and that they have made a difference. Talented, motivated and creative people lie at the heart of our success so we invest heavily in our people by encouraging and supporting them to gain and maintain professional and vendor certifications. All of our staff are supported, through training and coaching, to learn our systems and processes enabling them to become a valuable member of the team quickly.
Interested? Apply here for a fast-track path to the Hiring Manager
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.