3rd Line Team Leader - Northampton

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
• Run Major Incidents as and when required for high-impact incidents
• Establish a quality working relationship with end users
• Develop and maintain communication skills appropriate to the environment
• Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
• Understand and operate the escalations procedures
• Meet personal and Team productivity and quality targets in line with Support Services
• Manage all internal and external escalations for the 3rd line team
• Provide technical assistance and advise to all areas of the business and clients where appropriate
• 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
• Proactively maintain Engineer and Quality standards via Bechtle’s Operation Centre Essentials
• Provide guidance and coaching to the support team in response to requests from customers to help them get the most out of the systems and applications available to them

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
• Undertake ad-hoc projects as agreed with the Management team on behalf of Support Services that may involve site visits, client meetings or vendor management
• Show an outward commitment to actively develop personal knowledge
• Develop new documentation and procedures
• 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
• Monitor and report on team performance

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
• Assist with Problem Investigation where necessary
• Investigate new software and hardware for potentially new and existing clients to ensure that we are at the forefront of technology
• Attending conferences and training

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
• Provide cover for other engineers in their absence either within the same team or across teams
• Ensure that all staff adhere to the Bechtle service desk code of conduct and all other quality objectives.
• Co-ordinate the delivery of a quality service to all Bechtle offices & external clients
• Ensure that Managed Service team is operational and suitably resourced during core business hours
• Ensure job sheets & timesheets are accurate and completed daily
• Provide a key provision of liaison between relevant areas of the business and the Managed Service department to ensure rapid response to all problems, ideas, issues and queries raised.
• Establish and maintain effective working relationships with the departments team leaders and managers
• Provide feedback on ways to further improve the operation of the division and ensure that continual service improvement objectives are met

Job Requirements

• Self-motivated with a positive attitude
• Experience working for an MSP
• Strong IT technical skills
• 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, VMCE
• Excellent communication and organisational skills and a team-oriented mindset
• Ability to work in a dynamic environment where hard work and fun are the key ingredients

• Ability to work as part of a team and display teamwork

What we offer

• Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
• Competitive Salary
• Culture – Social events, Supportive, Fun, Hard working
• Perks – Incentives (holidays, vouchers, lunches, spot prizes)
• Top of the range technology in office and for home working (laptops, screens, latest iPhone, etc)
• Subsidised health care/medical benefits
• Annual Leave – 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spent
• Progression Plan – training & mentor programme

Experience

• Coaching/mentoring, motivational skills and performance management
• Flexibility to cope with an ever-changing workload and availability of resources
• Pro-active approach to work with a positive can-do attitude
• Excellent communication and organisational skills
• Good understanding and technical capability
• Can work on own initiative
• Good written skills on job reporting and documentation

Reports to: Head of Service Desk