3rd Line Team Leader - Northampton As a Service Desk Team Leader, you will be responsible for assisting the Head of Service Desk in overall operations of the Managed Service Team. This will include management of your own team and working towards a select set of objectives including SLA’s, XLA’s and overall team performance with other team leaders to improve our customer experience. You will also be dealing with escalation’s, complaints and improving process and procedures within the team. Job Role Responsibilities User Support and advice: 20% Fully understand the service Bechtle has been engaged to deliver in line with contractual arrangementsDevelop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issuesEstablish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusionRun Major Incidents as and when required for high-impact incidentsEstablish a quality working relationship with end usersDevelop and maintain communication skills appropriate to the environmentAnalyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescalesUnderstand and operate the escalations proceduresMeet personal and Team productivity and quality targets in line with Support ServicesManage all internal and external escalations for the 3rd line teamProvide technical assistance and advise to all areas of the business and clients where appropriateAid the Head of Service Desk to coordinate the 3rd Line, Service Desk, Monitoring and Backup, Field operational teamsEnsure that all tickets are prioritised and assigned appropriately and in accordance with XLA’s and client SLA’sProactively maintain Engineer and Quality standards via Bechtle’s Operation Centre Essentials Provide guidance and coaching to the support team in response to requests from customers to help them get the most out of the systems and applications available to them Personal and Team Development: 55% Act as a role model for delivering results for enthusiasm and enjoyment of your work for teamwork, for coaching and mentoring of colleagues and team members and for professional standards of behaviourUndertake ad-hoc projects as agreed with the Management team on behalf of Support Services that may involve site visits, client meetings or vendor managementShow an outward commitment to actively develop personal knowledgeDevelop new documentation and proceduresTrain and coach members of the Service Desk (1st Line & 2nd Line) & Field to ensure that their knowledge grows with the roleResponsible for Quarterly reviews within the 3rd line teamDeputise as Head of Service Desk where requiredWork closely with all teams within Managed Service to ensure a high level of communication is maintained both internally and externallyMonitor and report on team performance Research and Development: 5% Provide feedback on ways to further improve the operation of the division and ensure that continual service improvement objectives are metAssist with Problem Investigation where necessaryInvestigate new software and hardware for potentially new and existing clients to ensure that we are at the forefront of technologyAttending conferences and training Comply with Bechtle’s standard working practices: 20% Comply with all company, department and client policies and procedures to include attending team meetings and completion of administrative tasksAssist the Head of Service Desk with maintaining departmental standards and professionalism Promote and ensure the department adheres to Bechtle ITIL processes and procedures Provide cover for other engineers in their absence either within the same team or across teamsEnsure that all staff adhere to the Bechtle service desk code of conduct and all other quality objectives.Co-ordinate the delivery of a quality service to all Bechtle offices & external clientsEnsure that Managed Service team is operational and suitably resourced during core business hoursEnsure job sheets & timesheets are accurate and completed dailyProvide a key provision of liaison between relevant areas of the business and the Managed Service department to ensure rapid response to all problems, ideas, issues and queries raised.Establish and maintain effective working relationships with the departments team leaders and managersProvide feedback on ways to further improve the operation of the division and ensure that continual service improvement objectives are met Job Requirements Self-motivated with a positive attitudeExperience working for an MSPStrong IT technical skillsAdvanced knowledge within the following pillars: Networking, Server, Storage, Hardware, Security, Cloud, Modern WorkplaceCertifications highly desired: VCP, MS102, AZ104, AZ305, CCNA, CCNP-ENT, JNCIS-ENT, VMCEExcellent communication and organisational skills and a team-oriented mindsetAbility to work in a dynamic environment where hard work and fun are the key ingredientsAbility to work as part of a team and display teamwork What we offer Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months) Competitive SalaryCulture – Social events, Supportive, Fun, Hard workingPerks – Incentives (holidays, vouchers, lunches, spot prizes)Top of the range technology in office and for home working (laptops, screens, latest iPhone, etc)Subsidised health care/medical benefitsAnnual Leave – 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spentProgression Plan – training & mentor programme Experience Coaching/mentoring, motivational skills and performance managementFlexibility to cope with an ever-changing workload and availability of resourcesPro-active approach to work with a positive can-do attitudeExcellent communication and organisational skillsGood understanding and technical capabilityCan work on own initiativeGood written skills on job reporting and documentation Reports to: Head of Service Desk Bechtle is one of Europe’s leading suppliers of IT hardware, software and services. Established in 1983, we utilise our European coverage to provide a common platform for procurement across 14 European countries. We provide comprehensive IT solutions ranging from consultation, procurement and delivery of hardware and software, project planning and implementation, system integration, maintenance, training and even the complete on-site operation of IT systems. Jenny Careless | Human Resources | jenny.careless@bechtle.com | +44 (0) 1249 467935
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