The role Reporting to one of our Senior Managers, you will be the leader of an infrastructure team, consisting of a dedicated team of private cloud engineers. You'll be overseeing the support and management of a diverse range of technologies, including VMware, UCS, and NetApp, among others, within our enterprise-sized customer base. As a key leader, you will set the standard for how the team operates, ensuring engineers are enable to provide top tier support to our customers. You will also be responsible for ensuring tasks, tickets, and queries are handled efficiently and to a high standard, conducting regular quality assurance checks on engineers. Your role as a leader will involve acting as a role model, promoting best practices and high standards while contributing to the professional development of individual engineers. This is a great opportunity for a private cloud engineer who is looking for their first leadership role, as we will provide hands on training and development. What will I be doing? Managing team SLA’s, KPI’s, CSAT, Ticket allocation Understand, maintain and deliver relevant training to engineers regarding the current service desk procedures. Ensure all engineers have regular structured 121 sessions each month. Training and Development of respective Engineers in line with ANS Service Offerings. Ownership of Performance & Development Reviews (PDRs) for respective Engineers. Soley owning team customer facing escalations. Hold daily, structured squad stand ups. Plan & manage squad resource (collaborating with peers) Work closely with peers around all aspects of continuous service improvement, contributing where required. Requirement to be On call (via rota) What will I bring to the role? Ability to lead people, embrace the company values and demonstrate a role model persona while being able to train & support Infrastructure engineers. Previous experience as an infrastructure engineer working in a large scale enterprise or multi-tenant environment. Team leader experience ideally within an Infrastructure team or service desk environment. Strong drive for customer care Proven technical ability and troubleshooting skills. What is needed to do the role? Experience with VMware & latest versions Exposure working with Private Cloud technologies Use of backups technologies Scripting abilities in Powershell and PowerCLI Experience with using storage Technologies (HPE 3PAR, Nimble, Dell Compellent) and storage networking is ideal Netapp exposure Cisco UCS exposure Experience with infrastructure monitoring platforms Eligibility for HMG Security clearance and/or NPPV3 clearance