Technology Support Team Lead - Hybrid - Stockport

Technology Support Team Lead - Hybrid

The Technology Support Team Lead undertakes a key role in support for technology systems used by all staff, taking responsibility for ensuring the Technology Support Teamwork meets agreed service levels and has a constant focus on customer service and satisfaction.

The role requires a high level of technical ability, acting as technical escalation point within the team. You will coach and train the team to continually build skills and knowledge and take ownership for higher priority support issues proactively communicating with customers & stakeholders at all levels to ensure technology problems are resolved and we always meet our customer s needs.

Key Responsibilities

Champion our customers within the team understand how their technology needs, and the service we offer them, affect, enable and influence the collective success.

Act as a technical escalation point for the technology support team, supporting the team by advising, assisting, training and coaching when required. This will include playing a key role in the induction of new team members.

Monitor all logged incidents and requests, ensuring they are diagnosed and escalated to appropriate and consistent quality standards.

Play a co-ordination role to ensure the whole team meet or exceeds our SLAs and customer expectations.

Own and manage higher priority tickets reported to the technology support team, including escalations, security related incidents, VIP tickets, along with assisting with the management of major incidents and planned changes

Act as subject matter expert and provide training and coaching to SJA employees and volunteers. Design and develop support materials to assist end users in the use of their systems. This will include inductions of new permanent employees

Carry out daily system monitoring checks e.g. SJA website, email flows, infrastructure checks and to assist with monthly server patching.

Identify operational issues and improvement opportunities by observing ticketing trends within the ITSM tool. Work with the Service Delivery Manager, internal and external support teams to implement these improvements and resolve these problems.

Line manage a partial team of analysts, undertaking regular 121s, KPI & ticket reviews, training & coaching sessions - working closely with the Service Delivery Manager on complex people matters such as recruitment and performance management.

Comply at all times with relevant security, privacy and data protection standards. Helping all users to adopt best practice in line with the technology policies.

Champion and exemplify compassionate leadership and values

Perform any other duties commensurate with these responsibilities, the band of the post and skills and qualifications of the post-holder

Important Information

• We operate a split site, hybrid technology support team across Stockport and London offices. This role is based in Stockport but works on a hybrid basis.
• You will have a willing to travel to offsite technology support events, meetings and clinics with customers and suppliers, with occasional overnight stays
• You will work a 35-hour week with variable start and end times according to technology support team rota to meet the needs of the organisation.

Qualifications

Essential -

Educated to GCSE level or equivalent (Grade C / 4) including Maths & English, minimum 5

Desirable

Formal IT qualification e.g. NVQ, degree

SDI Service Desk Analyst

ITIL Foundation Certificate

Microsoft Technical or Comptia qualifications

Experience

Working knowledge of the core ITIL processes

Experience of working on a service desk in a senior technical role

Experience of using ITSM tools to manage a team s workload

Stakeholder management experience

Experience of supporting Windows 10 and mobile devices

Experience of supporting Office 365 and Azure Active Directory

Experience of supporting specialist line of business applications

Experience of network (LAN, WAN, WiFi and home working) support & troubleshooting

Experience of hardware support & troubleshooting

Experience of managing application licencing (e.g. O365 & Adobe)

Experience of supporting with virtual desktop environments (Desirable)

Skills

Excellent interpersonal skills with the ability to communicate and influence effectively at all levels

Excellent attention to detail and troubleshooting skills

Analytical skills, with the ability to see patterns and trends

Role model a values-driven approach

Demonstrate a compassionate and emotionally intelligent leadership style

Be open to feedback and the learning that comes from it

Be willing and able to exemplify the company values