Location: Primarily based in Bracknell office with occassional working from home
Salary: £40,000 to £45,000 Benefits
Working hours: 8:30am to 5:30pm
We are working with a leading organisation based in Bracknell who are looking for a 2nd Line Team Lead to manage a team of around 10 2nd Line Engineers. As part of a busy IT function the Desktop Team Lead will manage and develop the 2nd Line team to ensure a timely, high-quality delivery of support services to the office, store and warehouse teams. The 2nd Line Team Lead will be responsible for monitoring SLAs for support services both internally and with external support partners working towards driving continuous service improvement and efficiencies within the IT service environment.
It is important that the Technical Lead will be used to providing high quality customer service across a range of technology and services. A background in technical support is essential to enable you to assist IT staff and end-users to troubleshoot problems and provide satisfactory resolutions to issues raised. They are looking for an experienced Support Lead who will ideally have a solid understanding of a retail IT landscape and retail business processes. You will also have a good working knowledge of ITIL and will be responsible for embedding these principles within the wider service team.
Responsibilities - 2nd Line Team Lead
* Lead the Desktop function using the internal service desk tool. * Using the Service Desk tool, you will be responsible for all incident trend analysis leading to problem management and continuous service improvement where applicable. * Act as an escalation point for the resolution of all service desk related issues both with internal stakeholders and third-party service providers. * Represent the 2nd Line/support function at meetings. * Work closely with other technical teams such as networking and 3rd line to ensure efficient escalation and resolution of issues. * Produce statistics and management reports as and when required. * Develop and mature the existing telephone/ticket escalation processes. * Work with the 3rd party support partners to ensure that support remains within agreed service levels. * To line manage the 2nd Line team including absence management, appraisals and personal development plans.
Skills & Experience - 2nd Line Team Lead
* Previous 2nd Line Support experience - ideally in a retail business working within the ITIL framework. * A strong understanding of what a service desk management tool can deliver that includes incident management and reporting, asset management and all associated reporting. * Specific computer systems knowledge relating to Microsoft operating systems (Windows desktop/laptop and server systems). * Knowledge and experience of retail/EPOS systems would be beneficial. * Exposure to multi-channel and web-based retail systems would be beneficial. * Microsoft business packages (MS Office - various versions, SQL Server from a support perspective office 365 and AD). Expected area of expertise to include installation/configuration and use of packages to intermediate level. * Ability to effectively prioritise and execute tasks under pressure. Able to identify the business impact of support calls and to prioritise and escalate as appropriate. * Any leadership apprenticeships/certifications, ITIL foundation/practitioner, PRINCE foundation/practitioner. * Some knowledge of cyber security management and practices would be beneficial.
If you would like to apply for the 2nd Line Team Lead role please apply in the immediate instance with a copy of your most up to date CV and we will be in touch to discuss further.
Team lead / 2nd Line / IT Support Engineer / Desktop Engineer / Service Desk / Windows 7 / Windows 10 / Active Directory / Office 365 / Outlook / Exchange / O365 / Network / DNS / DHCP/ TCP/IP / IT Support / Manager / Lead / Supervisor / EPOS