2nd/3rd Line Remote Support Team Leader

Claremont Consulting Limited
West Lothian, UK
Closing date
29 Sep 2020

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Technology & New Media
Contract Type
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3rd Line Support Team Leader/Manager - WEST LOTHIAN

My client is a successful and dynamic IT Services and Consultancy organisation with a strong presence across the UK.

The role:
The Team Leader leads a small team who provide 2nd and 3rd line technical support to both external customers and internal systems. The primary role is to ensure that the assigned tickets and jobs are completed within SLA and that contract obligations to customers are upheld.

The Remote Operations Team leader will,
*Deliver 3rd line technical support to remote client set
*Deploy agents to new customers, update agents on current customer base and delete agents as necessary
*Manage, maintain and record work assignments to ensure they are achieved within the agreed SLAs.
*Take ownership of specific customers and develop Service Improvement Plans for any given customer set
*Communicate with customers on a frequent basis as to status of outstanding works held under your responsibility
*Liaise directly with Field Service Engineers and Consultants to resolve issues which require on-site involvement
*Work with Service Operations Manager and Support Teams to ensure all colleagues understand the customers services and systems operational processes
*Flag escalated issues to Service Operations Manager prior to customer escalation
*Ensure accurate time recording of incidents and projects within the Service Desk system at all times
*Ensure customer documentation is updated after every issue or change is completed to reflect current situation
*Achieve and maintain manufacturer certifications as agreed in your development plan

The successful candidate will have: previous experience in similar role
*Successful track record in managing the delivery of high-volume Desktop and Infrastructure Support services
*Advocate of ITIL principles in the successful delivery service
*Have confidence in dealing with customers at all levels and provide a credible and professional approach.
*Solid understanding and experience of troubleshooting and administering technologies such as Windows Operating Systems, Server Operating Systems, Active Directory, MS Exchange, MS Teams, MS SharePoint, MS Office, VPN, Firewalls, VMware, Security and Microsoft Systems Centre Technologies.
*Ability to troubleshoot and resolve network issues
*Identify areas for Service Improvement
*Record and craft Knowledge articles
*Proven competency for solving complex customer problems, priority setting and delivering results quickly.
*Excellent communication skills.
*Excellent leadership capability
*A high degree of customer focus
*Self initiative to bring up ideas to either better the current provided customer services or possible new business\sales leads
*Self control and calm nature in high pressured situations

This is an excellent opportunity to lead a successful and technical focused team.For more info, please contact me
This job was originally posted as www.totaljobs.com/job/90808014
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