Site Support Supervisor (Data Centre) ITIL - Leading UK Hosting Brand

Site Support Supervisor (Data Centre) ITIL - Leading UK Hosting Brand
Edinburgh
Excellent Salary Package + Company Benefits

About Us:

We are industry leading providers of Cloud Hosting, Colocation and Managed Hosting services to over 3000 happy customers across the UK.

The Site Support Supervisor Role:

The Site Support Supervisor is responsible for ensuring the smooth operation of the Data Centre Support team. As a senior member of the service support team you'll be responsible for ensuring customer service is supported to a high standard and the development of the team.

Key Responsibilities:

> Fulfil reporting requirements to Management covering KPIs and resource utilisation, highlighting both positive delivery and service issues.
> Co-operate and work closely with wider support teams and third party suppliers to ensure efficient, productive and high quality technical support and customer service to customers remotely and within the Data Centre.
> Ensure new technologies are supported by the support team, through training and documentation.
> Work with other Team Leaders to meet and exceed established SLAs, ensuring exceptions are escalated appropriately.
> Motivate the team to maintain and develop a passion for providing first class responsiveness and consistency to the client.
> Provide cover for other Team Leaders upon request.
> Co-ordinate, schedule and manage the resourcing of the team, including ensuring relevant shift, holiday, sickness or other absence cover is organised. This extends to “last resort” cover for short notice call-offs.
> Ensure any non-positive NPS scores are dealt with appropriately and resolved to satisfaction.
> Run weekly team meetings to provide the opportunity for communication of performance and discussion of issues within the team, the specific site, and across the business.
> Conduct team member appraisals and 1to1 meetings.
> Provide the full range of customer service and support expected of any support team member.
> Provide mentoring support and deliver training sessions to the team and the wider Company.
> Identify training requirements and risk areas, producing detailed plans to ensure they are addressed.
> Ensure that documentation is accurate and current.
> Carry out recruitment activities as required.
> May be required to assist with the management of Major Incidents.

Additional Responsibilities:

> Monday to Sunday out of hours and on call working where necessary.
> This role may require occasional customer and other company site visits.

About You:

 - Education & Qualifications

Essential
> Minimum degree level or equivalent in IT or similar discipline / proven equivalent working experience.
> Minimum GCSE level, or equivalent, in English.
> ITIL Foundation Certification.

Desirable
> Full UK Driving Licence.

- Experience

Essential:
> Demonstrable experience in management, & ongoing support of data centre environments.
> Spares, asset and stock management.

Desirable:
> Experience in support of large scale network infrastructure for complex multinational organisations.

- Competencies & skills

Essential:
> Competent as a team leader and all aspects of employee management.
> An enthusiastic, driven, committed & flexible approach to work.
> Solutions driven and confident in dealing with customers.
> Natural initiative, logical approach and pro-activeness to their method of working.
> Be open to new ideas and have a positive outlook.
> A confident telephone manner and friendly approach.
> Excellent standard of written and spoken English.
> Able to work well to deadlines and under pressure.
> High degree of accuracy and attention to detail.
> Ability to work well to deadlines and under pressure.

Desirable:
> Commercial acumen.

- Knowledge

Essential
> In depth knowledge and understanding of troubleshooting.

Desirable
> Electrical / Mechanical knowledge relevant to Data Centre technology.

Benefits we offer:

From day one:

> Death in Service x 4
> Access to our Rewards Discount Programme

From 3 months:

> Up to 5% enhanced matching employer’s pension contribution

The following benefits on successful completion of probationary period:

> Private Medical Care
> Health Shield Cash plan which includes access to an employee assistance programme
> Optional enrolment in the Bike to work scheme
> Optional enrolment in childcare vouchers scheme
> Performance related bonus scheme

We also offer complimentary:

> Fresh fruit
> Soft drinks/ fruit juice, tea, coffee
> A selection of breakfast foods at each location

You may have worked in the following capacities:
Data Centre Support Team Leader, IT Hosting Support Lead, Hosting Support Desk Leader, Datacentre Support Team Supervisor, IT Support Supervisor, IT Service Desk Team Leader.

Interested? Just Apply Below...

In 2005 we ripped up the rule book to deliver a recruitment agency experience that makes everyone feel just that little bit happier. By applying you consent to us processing & passing your application to our client for review for this vacancy only. If your skills match the role you will hear back from us within 2 business days. Good luck, Team RR.