Ultima Belfast, Northern Ireland, United Kingdom
Ultima Belfast, Northern Ireland, United Kingdom
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Hours - Monday to Friday - 37.5 Hour week (7.5-hour days plus Lunch)
For over 30 years Ultima has offered end to end solutions for clients across the globe including Fulfilment, Managed & Professional Services as well as innovation via our Ultima Labs division.
Our Managed Services division is in a period of extensive growth; we utilise cutting edge technology & solutions to deliver a world class service to our clients.
The role of the Team Leader is to provide Leadership, Governance, and technical hands-on support of the regionally based Support Engineering team. The Team deliver Azure Infrastructure and Workspace managed services as well as assisting the Deskside Support teams and customer IT Teams with escalations.
The Team Leader will be completely self-motivated with a focus on quality in line with Ultima's ISO certification and commitment to its clients.
Main Duties and Responsibilities:
* To Lead and Govern through regular one to ones, focusing on performance development, Training, and wellbeing of the regional team.
* Leadership and governance of the team deliverable, such as SLA achievement, general ticket management and project delivery.
* Act as a point of escalation to the GTO team for technical, procedural, and pastoral issues.
* Continuously contributing to the Ultima Knowledge base with new/repeatable fixes and suggested edits to existing content.
* Actively strive to improve technical ability through self-study, organised in-house training and attendance of external courses
* Contribute to the continuous service improvement plan for the team processes and procedures.
* Ensure that all assigned activities are approached and handled in a consistent logical way and, where possible, in line with the appropriate Standard Operating Procedures and/or Company (ISO) quality standards
* To always represent Ultima to our client in the most professional way and continually demonstrate our core company values.
* Perform routine proactive checks to ensure the prevention of incidents and service interruption.
* Escalate issues to relevant Partners, Internal Teams and Escalation contacts in line with defined escalation processes.
Essential Knowledge, skills and experience:
* Previous experience in a Supervisory Support role.
* Preferred experience using a Ticket Management Software, creating/updating & logging tickets following an ITIL methodology.
* Proven ability to build effective relationships with colleagues and customers, and within a team.
* Ability to work under pressure and to agreed deadlines, prioritising workload accordingly.
* Must be conscientious with attention to detail.
* Commercial mindset with ability to work independently.
* Contribute, create, and drive individual, team and company targets and objectives.
* To be knowledgeable and have some practical experience working across one or more of the technologies below:
* Microsoft Client/Server Operating Systems
Desired knowledge, skills and experience:
* The ability to demonstrate knowledge in some of the below would add significant value to your application. Training and development in these technologies/solutions will be provided if required.
* ITIL Foundation v4 certification
* Certification in any of the above technologies.
* Patch management experience
* PowerShell scripting
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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