Technical Support Team Leader

Recruiter
Microlise
Location
Nottinghamshire
Posted
01 Nov 2018
Closes
02 Dec 2018
Contract Type
Permanent
Hours
Full Time
Technical Support Team Leader (Tier 2/3)
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Do you love technical problems and challenges? Passionate about effective management of incidents? A great leader, leading with experience and by example? Yes? We’d love to hear from you!
What do we do? A software house and telematics company based in Nottingham, Microlise’s mission is to empower our customers to reduce their costs and environmental impact by maximising the efficiency of their transportation operations. We achieve this with our great employees who continue to support, develop and deploy innovative, industry-leading technology solutions and services that enable our customers to optimise fleet utilisation and driver performance, to reduce costs and to improve service delivery.
As Technical Support Team Leader (Tier 2/3), the key purpose of the role is to ensure incidents are monitored and effectively resolved in a timely manner, to work closely with multiple resolving teams seeing technical incidents through to resolution and daily and strategic management of the Tier 2 and Tier 3 teams.
Responsibilities
- Daily reporting and management of all incidents in progress and aligning technical resource when required, ensuring daily incident update targets are met
- Oversee and manage incident resolutions within SLA across your teams
- Monitor, track and drive incident investigation, diagnosis and resolution in order to exceed/meet Service Level Agreements
- Lead and work across departments at a highly technical level and communicate to development teams/Stakeholders in a way that will allow them to hit the ground running on urgent issues
- Deep understanding of the business and the applications/ products supported
- Standardise work practices and processes, developing CSI and quality culture. Promote service excellence and work on an ITIL structure throughout.
- Supports regular SLA/OLA/KPI performance data gathering and the determination of remedial/corrective action
- Maintain an intimate awareness and understanding of incidents allowing effective communication with senior management / customers, managing expectation of key stakeholders.
- Working closely with other departments including but not limited to all ITIL areas and Development to provide technical support, complete technical investigations and make ongoing improvements to processes and procedures.
- Producing detailed weekly/monthly/quarterly reporting.
- Proactively arrange chair and minute meetings for investigations and resolutions with internal and external customers
- Write and contribute to technical documentation including knowledge articles, diagnostics and standard fixes/ known issues
Essential
* ITIL foundation as a minimum
* Experience as a Tier 3 Technical Analyst with team management
* Speak at a highly technical level and communicate to development teams/stakeholders in a way that will allow them to hit the ground running on urgent issues
* Experience of ensuring incidents SLA’s are met with daily monitoring and escalation
* Able to lead by example, quickly engage with and gain buy in from the established team you will be managing
* Experience of working in a fast pace, changing and dynamic environment
* Excellent customer skills and experience managing incidents to resolution
* Experience and ability to coach/motivate staff
* Strong communication skills, and ability to match speech with the technical understanding of the audience
* Experience of managing blue chip customers
* Ability to write and understand SQL database scripting
* Mindset that approaches an issue from all angles, especially for the purpose of identifying workarounds to incidents that would otherwise halt work-flow
We’re expanding in France; it would be great if you are fluent in French or willing to learn if it is suitable for the role.
Why Microlise?
* We believe in our culture, values and staff successes
* We believe in developing our staff and support our employees with their professional development goals.
* 24 days holiday excluding bank holidays, increasing by 1 a year to 29 days
* Excellent pension scheme with a minimum 6% contribution
* Free parking, tea, coffee and daily fruit
* Vitality Health Insurance, Employee Assistance Programme and subsidised eye tests and glasses
* Local discounts
* Great staff extras: Easter eggs, yearly BBQ, Christmas gifts and annual staff awards!
* Free tickets to the British Superbikes, come and support Microlise Cresswell racing and the team!
We’re doing great things, come and be part of our success!
* 2018 – East Midlands Chamber of Commerce Business of the year and Excellence in International Trade, The Queens Award for Enterprise: International Trade, Top 20 in the BDO growth barometer – Nottinghamshire, and an IIP employer
* 2017 - Top 200 company in Nottingham, top 50 in the Sunday Times HSBC International Track 200 league table, Sunday Times top 100 Profit Track, Ernst and Young Entrepreneur of the Year finals,
* Megabuyte Top 50 2016
Interested in the role? Great, we look forward to your application!
Just to let you know, telephone interviews will take place while the advert is still live, face to face interviews will take place on 27/11/2018
Applicants must have eligibility to work in the UK, this role does not qualify for sponsorship.
Key words – 2nd line, 3rd line, tier 2, tier 3, technical analyst, technical team leader, incident, service desk, diagnosis, resolution

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