Purpose of the role: 

To lead and manage the day-to-day activities of the dedicated BAU technical support team focussed on supporting the end user estate in a complex, multi-networked, Wintel environment where customer satisfaction is key. Whilst currently there are no direct line management responsibilities this may later become a responsibility of this role.

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Key responsibilities:

• Provide technical leadership and act as a functional escalation point for the Technical Services team in terms of ticket resolution, next steps, mentoring and guidance to ensure prompt progression of assigned tickets and other activity

• Day to day direction of the T3 team in terms of Incident and Request ITSM ticket management, ensuring regular and timely updates in line with strict SLAs

• Support and drive the team in prioritising and successfully delivering non-ticketed workload

• Supporting technical escalations from the customer or 3rd party suppliers and participating in major incident management activities

• Directly interact with clients, technical teams and 3rd parties in order to co-ordinate rapid and effective response to incidents, requests and small project activities

• Ability to challenge technical experts in a reasoned and logical manner to explore all possible solutions to an incident

• Supporting the Management team in addressing and correcting any underperformance of the team

• Ensure that security is treated as a priority. Report and act upon any security issues or breaches

• Maintain a high degree of customer service for all support queries, adhering to all service management principles.

• Track, record and actively monitor a customer technical risk log across all Customer IT solutions in order to recommend service improvements and drive forward the best solution and service for the customer.

• Good overall experience in one or more specific areas e.g. desktop imaging, SCCM builds and deployments, Group Policy Management, MS teams support, PowerShell

• Establish and maintain relationships with vendors and suppliers, ensuring all relationships are conducted in a professional manner;

 

Skills and experience:

• Ability to act as technical mentor to lead and offer support and direction to team members and the customer

• Able to produce detailed reporting both ad-hoc and regularly

• Ability to build strong relationships with customers and stakeholders

• Good overall technical background

• Technical knowledge across multiple domains including Active directory, Microsoft SCCM, ITSM tools

 

Security Clearance (or the willingness to go through the process) will be required for this role.