Service Engineer Team Lead - West Midlands Fire Service

Job Description

As the Service Engineer Team Lead, working within the Support services team you will be required to work closely with the Service Delivery Manager to design, implement and deliver effective customer focused service delivery, and be responsible for providingexcellent support service for all end-user devices, allowing the staff to focus on making the West Midlands Safer, Stronger and Healthier.Client DetailsAbout UsWest Midlands Fire Service serves a population of nearly three million people across seven local authority areas, and is rated outstanding in its overall effectiveness by His Majestys Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS). We alsoachieved first place in the UK Top 50 Most Inclusive Employers in 2022/2023.About Digital and DataOur Digital and Data team is the technological heartbeat of WMFS, focused on providing intelligent services to our communities through our digitally-empowered workforce.These teams provide support 24 hours a day, 365 days a year to all WMFS fire stations and sites.Our office culture is professional but relaxed. When working at our HQ youll be in an agile open plan office, where hot desks are available to book. You could find yourself working with a variety of colleagues from across the service, including operationaland other support staff. The service has a hybrid working policy, and you will be expected to be in office for at least three days of your working week.All this has helped WMFS to secure its reputation as one of the leading employers in the West Midlands.DescriptionAs the Service Engineer Team Lead you will mentor the Support Engineers and acts as an escalation tier for the team. You will inspire technical excellence, leading and driving service standards to support the Fire Service staff.The position is a blend of technical hands-on support as part of the team as well as day-to-day line management responsibilities such as staffing levels, appraisals and developing the skillset within the team. You will be the single point of contact forthe Senior Desktop Engineer and an escalation point for the rest of the Support Engineers for BAU queries.Fulfil Line management responsibilities of the Service Engineer team including mentoring team members, performing performance appraisals, managing leave, and ensuring career development plans are in place.Service Management

• Ensure that customer contacts are handled in accordance with Incident Management, Major Incident Management & Request Fulfilment procedures.
• Where necessary, provide mentoring to members of the Support service team to outline expectations around service delivery.
• Maintain ongoing communication of incident updates to customers provided by the engineers
• Analyse customer feedback to conduct gap analysis and make recommendations to Service Delivery Manager regarding service enhancements
• Where customer queries / complaints are received ensure that all matters are thoroughly investigated and presented for the attention of the Service Delivery Manager.

Service ReportingProblem ManagementService DesignProfileEssential Skills:

• Experience of leading a team of engineers working in a second line ICT Service Support role
• Able to demonstrate experience of working in a support/installation role within a Windows network.
• Experience of providing second line support in Windows 7/ 8 /10 & MAC
• Working in ITIL environment
• ITIL V3 / V4 certification
• A wide-ranging experience of Cloud-based technologies; Office 365, inTune, MDM etc.
• Supporting organisation wide ICT systems with a good understanding of understanding of network architectures.
• Experience of ICT support including servicing, repair and administration of PCs and peripherals.
• Commitment to personal & team development.
• Excellent communication, prioritisation and workload management skills.
• Has taken a major role in an ICT project.
• Working with third parties.
• Self-motivated, good attention to detail, reliable, conscientious and good interpersonal skills.
• Team player, problem solver.

Job OfferAs well as making a real contribution to the safety of our communities and working for a forward-thinking, innovative and inclusive organisation, a career at WMFS offers you so much more!Along with a competitive salary and the fantastic contributory Local Government Pension Scheme, we offer a wide range of benefits from learning and development opportunities to lifestyle savings and discounts.We have a Wellbeing Strategy and also offer:

• flexible/agile working arrangements
• generous flexi-time scheme
• free, on-site gym facilities
• in-house occupational health services, including access to occupational health advisors, fitness advisors, a sports therapist, physiotherapist, CBT therapist and counsellors
• 24/7 Employee Assistance Programme
• wellbeing programmes
• free car parking
• Sports and Welfare scheme (for a small fee) - access to discounted products and service.

As technology moves forward, so do we and now is a very exciting time for WMFS. Following a restructure, we have a number of new opportunities, with exciting projects and changes on the horizon.We welcome applications from all eligible candidates. However, as women and black and minority ethnic (BAME) employees are currently under-represented in our management roles, we particularly encourage applications from these groups.Our recruitment and selection procedures reflect our commitment to safeguarding and promoting the welfare of children, young people, and adults. All staff and volunteers are expected to share this commitment.

Keyskills :
ITILMicrosoft OfficeSecurityWindowshelpdesk2nd linecoachingmentoringproject managementteam developmentactive directoryleadershipAzurehuman resourcesAWSO365MS365M365magagement