____________________
______________________
_____________________
________________________
____________________
______________________
______________________
_______________________
________________________
____________________
IT Support Team Lead / Technical Engineer Team Leader. Pay up to £50,000 (depending on experience) Hybrid working Based in the City of London Managed Service Provider background (preferred) Our client, an awarding with IT MSP based in the heart of the city of London. They are responsible for supporting some of London's top financial clients. They are looking for an experience IT Support Team Lead to come and join their team and eventually take responsibility for a team of excellent engineers. Whilst reporting into the Head of Support you will be responsible for overseeing the life-cycle management of service incidents, requests, and changes. Acting as a technical escalation point and ensuring the delivery of high-quality IT services to internal and external partners. Role and Responsibilities: Lead and mentor a team of Technical Engineers, fostering a positive and collaborative work environment. Conduct regular team meetings, performance reviews, and provide ongoing coaching and development opportunities. Identify opportunities for process optimisation and efficiency gains within the Service Desk. Work with head of Support Services to build and implement process across the business to drive improvements and continual service improvement initiatives. Monitor service quality standards, ensuring that service level agreements (SLAs) are consistently met or exceeded. Review and maintain of going Staff KPI's and goals Implement strategies to enhance customer satisfaction and ensure timely and effective communication with clients. Oversee the resolution of incidents and problems, ensuring timely and effective responses. Analyse incident and problem trends to implement preventative measures. Ensure comprehensive documentation of processes, procedures, and solutions. Work with our Infrastructure Management Team to continue to build A1's Knowledgebase systems and foster a culture within the team of documenting and quality note and resolution recoding. Act as an internal escalation for your support engineers, taking ownership of key issues and handling VIP communications and issues from our Relationship management team. Key Skills and Experience: Experience in a similar Team Leader role, managing Helpdesk/Service Desk engineers. Previous experience as a hands-on technical engineer / 2nd line Engineer Microsoft certifications (nice to have) Experience with ITILv3/v4 Don't miss out on this amazing opportunity - apply now with your most up to date CV! Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.
Reports to: Manrose Sales Director No of reports: 1 Location: 100% onsite, Reading Package: Salary £28k negotiable depending on experience, plus standard company benefits. Manrose Ventilation, part of Volution Ventilation UK, trades with all major UK electrical wholesalers. Manrose manufacture a full range of domestic extractor fans, ducting and Ventilation accessories. We also cover electric heating with panel heaters and hand driers in keeping with the heating and ventilation market. Job profile: We have a rare opportunity for a Technical Support Team Lead to overlook the Technical Support team, supporting 1 other member of staff, and take responsibility for running the day-to-day department operations; providing technical support to external sales, customers, and other departments within Manrose. This position would suit a candidate who is seeking their first role into a management role and holds experience of training others on systems and products, and meeting KPIs. You will preferably have basic knowledge and understanding of the principles of air movement, ability to understand electrical wiring diagrams and other technical drawings. Training will also be provided. As a Technical Support Team Lead, your responsibilities will include: To supervise and provide on the job support to the Technical Support Advisor (1). Ensure all customer queries either by email or telephone are responded to in a timely and accurate manner. Provide technical/ application/ specification and selection support, to Customers, external sales managers, Export team, and internal quotations To maintain a technical product library for all Manrose products. To provide technical and wiring guidance to contractors and others regarding the installation of Manrose products. To complete all relevant documentation and administration necessary to ensure the smooth running/working of the department, and for Audit purposes, as required. To establish and consolidate a good working relationship with internal and external sales personnel, together with other departments. To ensure you are technically aware and up-to-date with any new products and developments and building regulations and train others in the team as needed. To assist in maintaining Clear to Zero on all team emails and enquires as well as Schemes. Ensure that agreed timeframes are adhered to, maintaining both internal and external customers' satisfaction. Performance management of team member; i.e. sickness, holidays, ensuring all policies and processes are adhered to. To be successful in this role, you will have the following skills and experience: Must be computer literate with the ability to learn, operate and develop the Technical Support team's computer system (Epicor). Good telephone manner essential, with the ability to communicate professionally with people at all levels, internally and externally. Effectively delegates, monitors performance and motivates team member(s). Previous experience of managing KPIs and Targets, and understanding how these impact the business in terms of cost and profit and focuses on improving sales success. The ability to determine or highlight potential legal problems/issues that could affect the Company as a result of potential product faults, and progress these through the correct internal channels. Ability to work with others - support colleagues and engage efficiently with others, building rapport. Attention to detail, accuracy, and sense of urgency. The ability to multi-task. Continuous improvement mindset. Desirable Basic knowledge and understanding of the principles of air movement. Able to read and understand electrical wiring diagrams and other technical drawings What we can offer you: Competitive salary depending on experience Annual leave - 25 days and bank holiday Pension - auto-enrolment into Company Scheme Employee Referral Scheme - up to £500 Quarterly Volution Values Award - £100 Boost Works - Discounts for supermarkets, retailers and much more. Employee Assistance Programme - Health Assured Ongoing training & development Team and company social events Equal opportunities: All current employees and potential employees are provided equal employment opportunities by Volution Group Plc
We're in search of a Support team lead to join a well-established Managed Service Provider (MSP) in West Sussex. If you're someone who thrives on assisting clients both locally and internationally, and you're eager to become part of a dynamic service desk team, we want to hear from you. In this role, you will be providing 2nd line support and excellent customer service while supporting the 1st line engineers, to respond to and resolve a wide range of support requests. The ideal candidate will bring strong customer service and communication skills to the table, along with the ability to excel both independently and collaboratively in fast-paced environments. Requirements: 5 years of experience in a technical support role, with over 3 years of experience specifically within a MSP environment Experience leading teams and mentoring more junior engineers. Experience working with Microsoft technologies (incl. AD, Windows Server, DNS, DHCP) Experience working with network technologies (Firewall, Routers, Wi-Fi) Experience in Cloud Solutions (Microsoft Office 365, Azure) Experience in Storage Solutions (NAS, SharePoint) Experience with RMM Management Experience with PSA Management Experience with Document Management Systems Desirables: - Full driving license This position necessitates full-time presence in the office, with a commitment of 5 days per week, alongside occasional client visits. Additionally, there's the opportunity for paid overtime if needed. Please be aware that our client cannot provide sponsorship for this role.