Technical Team Leader – Service Desk (Hybrid)

Job title:

Technical Team Leader – Service Desk (Hybrid)

Company

Uptime Solutions Ltd

Job description

Technical Team Leader – Service DeskJob Brief:As a Technical Team lead you will have leadership, management and accountability of the SLA compliance of your team and ensure that the team deliver the highest levels of customer satisfaction. You will be the escalation contact for 1st & 2nd line engineers in your team and assist them in overcoming any obstacles.Your role will be split between team management and a high level of technical delivery.The role is hybrid after initial training with 2 days our Crawley office.Overall responsibility for Technical Team Lead:

• Ensuring that all customer communication is done in a customer centric manner
• Provide mentoring to the technical team to ensure they are working efficiently and with accuracy
• Ensure our processes and SOPs are followed by the technical team. Work with the Service Delivery Manager to improve processes as required to enhance customer experience
• Demonstrate the company core values
• Deliver on team closure targets

Requirements:

• Experience of leading or mentoring small teams in a service desk environment
• The ability to identify and prioritise the best and most efficient path to ticket resolution
• Capacity to train and guide junior team members
• Strong technical skills, ideally gained within a busy Service Desk environment

Tech Stack:

• Troubleshooting a range of technical issues experienced by our clients, including the following technologies:

• Windows 10 / Office 365 / Microsoft Office
• Administration of Windows Server 2016, 2019.
• Network troubleshooting.
• Using our PSA platform (Autotask) to log and respond to support tickets.

Why Uptime?
On top of a competitive package we stive to improve and develop every member of our team – to that end training and development is encouraged.You will get to work in a fast growing company that is truly global in nature – from humble beginnings Uptime now has teams based across 5 continents.

Expected salary

Location

Crawley, West Sussex

Job date

Thu, 15 Aug 2024 22:02:24 GMT

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