IT Support Team Leader

This is an opportunity to join a well-established, award winning and highly successful cyber security and IT managed Services provider with three offices in the UK, including a 24/7 Tier 3 SOC/NOC that constantly monitors clients' IT infrastructure.

THE JOB:

You will lead from the front and provide management to the 1st and 2nd line support team. As the leader you will inspire, lead, manage and motivate your team to deliver excellence to their client base. The team leader must be confident and able to communicate throughout the business. You will report to the Operations Manager but will be required to present at an executive level.

Reporting To: Ops Manager

Salary: £22k-£30k D

Main Duties/Responsibilites:

- Ensure that documented ITIL processes exist and that the support team are following them
- Act as an escalation point for support tickets where required, both operationally and technically
- Manage teams workload to ensure that operational excellence is being delivered
- Managing the teams short and long-term performance and ensuring that all support tickets are within SLA
- Responsible for team resources and ensuring adequate staffing is provided
- Liaising between IT Teams and 3rd parties where necessary
- Mediate any interpersonal issues that arise with your team
- Make and implement continual service improvement to continually improve their operational excellence

Skills and Experience

The jobholder will need to be able to work to deadlines, think on their feet, take responsibility and work under their own initiative. An excellent inter personnel manner is essential, always adopting a clear, positive, friendly but decisive approach.

A minimum of 5 years experience is required.

Essential
- Experience of working within an ITIL service desk
- The ability to plan and prioritise your workload and others
- Proven track record of achieving results
- Ability to work within a larger team
- Strong interpersonal skills
- Excellent standard of written and spoken English
- Experience in telephony, network (including WiFi), server, security and infrastructure solutions
- Strong NOC and/or client support experience
- Must have excellent communication skills - both verbal and written
- An active interest in software systems/engineering and/or system architecture
- A full UK driving license

Highly Desirable:
- Previous experience working for a Managed Service Provider (MSP) dealing with multiple clients and products
- Real world experience of Firewalls, Advanced Routing and Switching
- Experience of working with senior managers and customers

Desirable:
- Previous experience as Technical Team Leader
- Experience in Microsoft SQL and Monitoring Platforms such as SolarWinds
- Real world experience of using Cloud Services i. AWS
- Experience of supporting security products including SIEM solutions such as LogRhythm

Desirabe Qualifications:

- ITIL Foundation v3 Certification
- Relevant IT Infrastructure qualification (i. CCNA, MCSA)