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
* 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 providing 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 achieve minimum standards of technical accreditation and hands‑on client experience.
* Providing hands‑on coaching and mentoring to First Line Analysts to allow for ongoing training and development throughout day‑to‑day activities.
Qualifications
* 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.
Benefits
* 25 days holiday + bank holidays.
* Flexible working.
* Full health insurance.
* Games room including consoles, pool table, tennis table, dartboard.
* Well‑stocked kitchen with coffee machine, teabags, monthly breakfast club, breakfast food, office pick‑n‑mix, and drinks fridge.
* Monthly company update day includes 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.
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