3rd Line Support

Bechtle UK • TRAFFIC • Remote (Northamptonshire, Northampton, United Kingdom) • £45,000 - £55,000 / * • 1d ago

3rd Line Team Leader

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 arrangements
Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
Meet personal and Team productivity and quality targets in line with Support Services
Aid the Head of Service Desk to coordinate the 3rd Line, Service Desk, Monitoring and Backup, Field operational teams
Ensure that all tickets are prioritised and assigned appropriately and in accordance with XLA's and client SLA's

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 behaviour
Train and coach members of the Service Desk (1st Line & 2nd Line) & Field to ensure that their knowledge grows with the role
Responsible for Quarterly reviews within the 3rd line team
Deputise as Head of Service Desk where required
Work closely with all teams within Managed Service to ensure a high level of communication is maintained both internally and externally

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 tasks
Assist the Head of Service Desk with maintaining departmental standards and professionalism
Promote and ensure the department adheres to Bechtle ITIL processes and procedures

Research and Development: 5%

Provide feedback on ways to further improve the operation of the division and ensure that continual service improvement objectives are met

Job Requirements:

Experience working for an MSP
Advanced knowledge within the following pillars: Networking, Server, Storage, Hardware, Security, Cloud, Modern Workplace
Certifications highly desired: VCP, MS102, AZ104, AZ305, CCNA, CCNP-ENT, JNCIS-ENT, VMC

What we offer:

Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
£45,000 - £55,000 Depending on Experience
Location - close to the M4 with a modern, up to date living space and ample parking.
Subsidised health care/medical benefits
Annual Leave - 25-30 days plus B.H's + optional 2 weeks unpaid. Increases with time spent

Experience:

Coaching/mentoring, motivational skills and performance management
Flexibility to cope with an ever-changing workload and availability of resources
Good understanding and technical capability

Reports to: Head of Service Desk

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