Job Description
If you want to lead, coach and mentor a team of bright engineers who work with cutting-edge cloud and security applications like Microsoft Modern Desktop and Azure, we want to hear from you!
ABOUT YOU:
You are a proactive leader, take pride in the quality of your team's work and understand the importance of excellent client service. You believe the world can be a better place through the effective use of IT and cloud technology.
THE ROLE:
An exciting opening in our Cloud Support team with the opportunity for real progression! A key role within our company, you would be working closely with our Service Desk Manager to lead, coach and train our team of bright, eager IT champions, who provide remote tech support to clients from industries including legal, finance and media. As well as being responsible for the day-to-day Cloud Support Team function, this role requires you to take ownership of high-profile and VIP tickets to ensure the best customer experience.
Key Responsibilities:
- Monitoring team performance to achieve SLA
- Manage the call queue and staff workload to ensure calls are answered within agreed metrics.
- Act as an escalation point, providing guidance and coaching to junior staff
- Identify key issues and risks and promptly escalate to senior management
- Performance reviews, absence management
ESSENTIAL SKILLS:
- Solid academic background in IT/computer-related discipline
- Experience of leading teams on a busy Service Desk
- Solid incident management experience, working to ITIL standards
- Track record of working with:
- Office 365, Exchange Online, OneDrive, Azure Virtual Machines, Microsoft Windows Server, AD, DNS and DHCP
- Networking including LAN, WAN and firewalls
- Citrix, AVD/RDS
- Great interpersonal skills and excellent telephone manner
- Approachable, with enthusiasm to upskill and mentor junior team members
- Methodical approach to problem-solving
- Ability to work to strict SLAs and deliver against the KPIs
- Ability to work under pressure, respond to tight deadlines and prioritise workload
OTHER SKILLS:
- Team leader experience, ideally on a service desk
- Professional Qualifications: Microsoft Certifications, ITIL Foundation. CompTIA A+
- MFA, Conditional Access
- Intune
- Mimecast
- VMWare or Hyper-V hosted VMs
BENEFITS:
- L&D opportunities
- Regular career progression reviews
- 21 days holiday, public holidays and birthday off
- Private healthcare
- 40% off gym membership
- Great pension scheme
- Recruitment referral scheme
- Eyecare vouchers
- Friendly, inclusive, work environment
- Regular social events
ABOUT US
Founded in 2004, we are eloquent IT geeks who really know our stuff. Our combination of technical expertise and obsession with service excellence sets us apart. The company has grown consistently, creating new openings in our energetic team of talented people. We develop opportunities for all those obsessed with upskilling and passionate about technology, so they can thrive.