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SalaryExciting career opportunity for a technically strong Infrastructure IT Support Technical Lead looking to take the next step in their career as a Technical Lead to train and develop a growing team. To be successful in this role you will be someone who is passionate about delivering exceptional support to our customers whilst overseeing the day-to-day operations of a high-performing IT Support Team. You will be an autonomous operator who takes pride in delighting their customers with your quality service, but who also inspires and can lead a team by example to a shared goal. You will oversee the day-to-day operations for the team including ticket management, technical escalations, advising on client processes & procedures and direction for the team as needed.
KEY RESPONSIBILITIES
1. IT Services Support
- Ensure customer Service Level Agreements (SLA) are met and identify and prevent SLA breaches before they occur.
- Proactively communicate with clients and stakeholders within appropriate timeframes.
- Assist the team in completing technical work, resolving incidents and reducing backlogs.
- Focus on first-call resolution and ensure ticket hygiene is being maintained.
- Ensure the team is following Incident Management and Problem Management processes.
- Actively take ownership for complex tickets ensuring commercial awareness is applied.
2. Quality Assurance
- Review of team timesheets weekly ensuring billable targets are met.
- Ensure team time entries are accurate, comply with guidelines, and are submitted and approved within agreed timeframes.
- Maintain positive client feedback (CSAT).
- Identify risks and communicate clearly the impacts to relevant stakeholders.
3. Technical Lead
- Provide mentoring and guidance to the team whilst demonstrating strong technical proficiency.
- Support the business goals and contribute towards team harmony.
- Build positive working relationships and drive inter team collaboration with a client centric outcome.
- Foster trust with the team and build positive working relationships.
- Display a caring attitude that adheres to our values.
- Ensure processes and procedures are being followed by the team.
- Contribute towards continuous improvements
- Minimum 5-7 years' IT industry experience
- Minimum 2-3 years' MSP / Cloud provider experience
- Technical Experience in:
- Technical experience with Microsoft 365, Exchange Online, Azure Entra ID, Windows Server (ie. DNS and DHCP), Intune and Azure Services for Device Management, and network & firewalls.
- Security focussed mindset with Endpoint protection experience (Sophos, CrowdStrike etc.)
- Experience with ITSM Tools
- Incident Management and Problem Management experience
- Process driven and strong organisational skills.
- Industry certifications. E.g. AZ-104, MS-100, MS-500 or similar
