We have an exciting opportunity for an experienced team leader to join our Technical Delivery team, to lead our technical service response to all first line service requests. You will be responsible for making sure that all tickets are handled in line with SLA’s and best practice standards, and ensuring that the team provides outstanding support to our clients.
Responsibilities will include:
* Monitoring daily service levels and identifying areas for improvement.
* Ensuring adherence to established processes and standards
* Conducting regular reviews of first line operations to identify opportunities for optimisation.
* Performing spot checks on tickets to ensure quality and adherence to SLAs, and to track KPIs for the team.
* Acting as an escalation point for client issues.
* Ensuring tickets are escalated in a timely manner to Senior Analysts (as necessary)
* Ensuring clients are informed of any major issues and updates related to problem management.
* Conducting regular one-to-one reviews and provide constructive feedback to team members.
* Coordinating team scheduling, including managing holidays and resource allocation.
* Cultivating a client-focused ethos, promoting best-in-class client experience and clear, proactive communication.
* Ensuring that the team is appropriately trained and skilled for current and future challenges
* Ensuring all First Line Analysts have a development plan in place (within role) to ensure they achieve minimum standards of technical accreditation and hands on client experience
* Providing hands-on coaching and mentoring to First Line Analysts to allow for on-going training and development throughout day to day activities
Essential skills and experience required:
* 2 years experience in a team leading role
* MSP experience
* Professional, driven and ambitious with a friendly, positive, caring approach and the ability to perform well under pressure.
* A passion for developing people, along with Strong leadership & Management skills
* Excellent written and verbal communication skills.
* Good troubleshooting/problem-solving skills
Why Join WestSpring
At WestSpring we offer unparalleled levels of IT service delivered via our unique unlimited concept, turning the typical IT service contract on its head. We specialise in providing IT consultancy and support services to businesses across the UK.
We believe that great IT is great for business. WestSpring was founded with a passion for delivering professional, friendly and bespoke IT support services and building long-lasting relationships with clients.
At WestSpring quality is everything. We only use products and systems of the highest quality to ensure that all our clients only get the very best. We are constantly evolving, reviewing, and enhancing our service offering.
We’re a fast-paced business where no two days are the same. Our culture is what makes us different. We expect a lot of ourselves and each other - we nourish our people and help them thrive in their chosen field; balance professional and personable; and deliver the balance between client service and company profitability.
What We Offer
The WestSpring HQ, based at Aztec West in Bristol, is vibrant, fun, supportive, and inclusive team. Beyond working with fabulous colleagues and great clients, we offer:
* 25 days holiday + bank holidays
* Flexible working
* Full health insurance
* Games room including consoles, pool table, tennis table, dartboard
* Well stocked kitchen including a decent coffee machine and teabags(!), monthly breakfast club, breakfast food, office pick-n-mix, and drinks fridge
* Monthly company update day includes a briefing from the Board, team meetings, training sessions, and a ‘grand’ lunch
* Employee Assistance Programme/Support
* Employee & Client referral scheme up to £1,000
* Professional development opportunities including internal training, external certification, general and soft skill development, industry training/conferences, and everything in between
How To Apply
If you want to work in a vibrant fast paced, fun environment that breaks the mould of usual IT providers - this could well be the role for you! To apply please…
1) Upload your CV
2) Upload a covering letter matching your experience to the job description, and answering the questions below:
a. Explain why would you like to work at WestSpring, and why should you join the team?
b. Describe the unique skills and/or experiences you bring that make you a good fit for this role?