Infrastructure Team Lead
Are you a hands-on technical leader with a passion for infrastructure and support services? We are seeking a proactive Infrastructure Team Lead to join our innovative digital transformation team, supporting high-profile clients across Quick Service Restaurants (QSR), Hospitality, and Retail sectors.
In this critical role, you will be the go-to escalation point for complex issues, driving Root Cause Analysis (RCA) and troubleshooting across a diverse range of technical environments. Your leadership will ensure service excellence, leveraging your technical expertise in hardware, software, and network support to lead a team that consistently exceeds client expectations.
Key Responsibilities:
- Lead a team of technical support specialists, providing coaching, training, and performance evaluations.
- Be the technical escalation point for intricate technical issues, focusing on RCA to prevent recurring issues.
- Develop and implement robust support strategies and ensure documentation accuracy for efficient issue resolution.
- Conduct Trend Analysis and report on team performance and SLA metrics.
- Collaborate with development and engineering teams to continuously improve product quality and support processes.
- Drive a customer-centric culture within the team, ensuring each interaction enhances client satisfaction.
Essential Skills:
- Minimum 5 years' experience in IT or EPOS support, with substantial exposure to networking, hardware, and software management.
- Strong analytical and problem-solving skills, with a high degree of technical knowledge for efficient troubleshooting.
- Experience with virtualisation (e.g., VMware, Hyper-V) and various operating systems (Windows Server 2012-2022, Windows 7-11).
- Competency in conducting RCA and implementing corrective measures.
- Leadership experience with the ability to inspire and manage a high-performing team.
Desirable Skills:
- Previous experience in QSR, retail solutions, or digital self-service environments.
- Familiarity with POS/EPOS systems and network communications equipment.
If you're a technically skilled leader ready to make an impact, apply now to join a team committed to digital innovation and customer service excellence.
Established in Didsbury, Connexa Technology Ltd is becoming one of the UK's fastest growing IT and Technology recruitment companies.
People. Technology. Connected.
Connexa Technology is acting as an Employment Agency in relation to this vacancy.