IT Hosting Support Team Leader - Top 3 Managed Cloud & Hosting Brand

IT Hosting Support Team Leader - Top 3 Managed Cloud & Hosting Brand
Glasgow 
£25,000 - £30,000 DOE + Full Company Benefits

About Us:

We are delighted to offer this opportunity to join one of the UK’s leading managed hosting companies. Originally founded in 1998, the Group has evolved to become one of Europe's leading providers of managed hosting, Datacentre and cloud computing, serving over 300,000 customers each day. We offer managed hosting solutions for any size or type of business, from a single server to complex managed hosting environments. 
 
The IT Support Team Leader Role:

> The IT Support Team Leader role:
> You will be responsible for the 24x7 management of all Hosting, and out of hours customer contacts, support requests, outages and escalations
> You will be responsible for managing the Team to deliver customer focused support
> You will ensure the smooth running of all aspects of the Glasgow Datacentre

What it takes:

IT Hosting Support Team Leader Skills/Experience:

> Excellent customer care skills and experience
> Robust technical knowledge and experience
> Previous Helpdesk Management experience
> Excellent verbal and written communication skills
> Good knowledge of hosting products and services
> Must demonstrate a flexible approach to work as well as the ability to prioritise workload
> Good problem solving skills
> Sound Team Leader experience in a technical customer support environment
> Excellent interpersonal skills
> Excellent people manager

Key Responsibilities:

> Manage Hosting System Engineers and Monitoring Technicians to deliver a customer focussed quality service 24x7
> Manage all Hosting customer support requests 24x7 liaising with other Datacentres to ensure quality responses delivered at all times within service levels agreed
> Manage the system outage notification process, liaising internally and externally as required
> Manage all Datacentre processes to ensure a well run 24x7 operation
> Control customer escalations, liaising internally and directly with customers to resolve issues quickly and with minimum customer impact
> Liaise with the Group Operations Director regarding security facilities etc
> Assist as required in acquisition of new customers supporting the Sales, Pre-sales and Solutions Teams as necessary
> Lead, manage and develop the Team, evaluating individual and team performance regularly
> Undertake Health & Safety Tasks as required
> Provide feedback to enhance customer processes/systems
> Undertake analysis and reporting as required 
> Support other Teams when required
> Undertake special projects as allocated by management/directors
> Assist with ad hoc administration as required

What do we offer in return? ….

> We’ll shout you to lunch once a month
> ½ Day off on your Birthday
> Breakfast on us every day, including a hot roll on Fridays
> Free on-site car parking
> Long service benefits
> Snacks, drinks and fruit all day, everyday
> Pension
> Share save and childcare voucher schemes
> Supported training and access to an online training portal 24/7

Training & Development:

As you can gather, we have a relaxed and friendly working environment but don’t be fooled; you will be working with some of the country’s best talent and greatest technical experts. We want our people to thrive, prosper and to leave work every day feeling valued and that they have made a difference. Talented, motivated and creative people lie at the heart of our success so we invest heavily in our people and their professional and personal development through our online training portal and Management and Leadership Development Programme.

We look forward to hearing from you...

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.