Technology Support Team Lead - Hybrid - Stockport

Job Description

Technology Support Team Lead - HybridThe Technology Support Team Lead undertakes a key role in support for technology systems used by all staff, taking responsibility for ensuring the Technology Support Teamwork meets agreed service levels and has a constant focus on customer service and satisfaction.The role requires a high level of technical ability, acting as technical escalation point within the team. You will coach and train the team to continually build skills and knowledge and take ownership for higher priority support issues - proactively communicatingwith customers & stakeholders at all levels to ensure technology problems are resolved and we always meet our customers needs.Key ResponsibilitiesChampion our customers within the team -understand how their technology needs, and the service we offer them, affect, enable and influence the collective success.Act as a technical escalation point for the technology support team, supporting the team by advising, assisting, training and coaching when required. This will include playing a key role in the induction of new team members.Monitor all logged incidents and requests, ensuring they are diagnosed and escalated to appropriate and consistent quality standards.Play a co-ordination role to ensure the whole team meet or exceeds our SLAs and customer expectations.Own and manage higher priority tickets reported to the technology support team, including escalations, security related incidents, VIP tickets, along with assisting with the management of major incidents and planned changesAct as subject matter expert and provide training and coaching to SJA employees and volunteers. Design and develop support materials to assist end users in the use of their systems. This will include inductions of new permanent employeesCarry out daily system monitoring checks e.g. SJA website, email flows, infrastructure checks and to assist with monthly server patching.Identify operational issues and improvement opportunities by observing ticketing trends within the ITSM tool. Work with the Service Delivery Manager, internal and external support teams to implement these improvements and resolve these problems.Line manage a partial team of analysts, undertaking regular 121s, KPI & ticket reviews, training & coaching sessions - working closely with the Service Delivery Manager on complex people matters such as recruitment and performance management.Comply at all times with relevant security, privacy and data protection standards. Helping all users to adopt best practice in- line with the technology policies.Champion and exemplify compassionate leadership and valuesPerform any other duties commensurate with these responsibilities, the band of the post and skills and qualifications of the post-holderImportant Information

• We operate a split site, hybrid technology support team across Stockport and London offices. This role is based in Stockport but works on a hybrid basis.
• You will have a willing to travel to offsite technology support events, meetings and clinics with customers and suppliers, with occasional overnight stays
• You will work a 35-hour week with variable start and end times according to technology support team rota to meet the needs of the organisation.

QualificationsEssential -Educated to GCSE level or equivalent (Grade C / 4) including Maths & English, minimum 5Desirable - Formal IT qualification e.g. NVQ, degreeSDI Service Desk AnalystITIL Foundation CertificateMicrosoft Technical or Comptia qualificationsExperienceWorking knowledge of the core ITIL processesExperience of working on a service desk in a senior technical roleExperience of using ITSM tools to manage a teams workloadStakeholder management experienceExperience of supporting Windows 10 and mobile devicesExperience of supporting Office 365 and Azure Active DirectoryExperience of supporting specialist line of business applicationsExperience of network (LAN, WAN, WiFi and home working) support & troubleshootingExperience of hardware support & troubleshootingExperience of managing application licencing (e.g. O365 & Adobe)Experience of supporting with virtual desktop environments (Desirable)SkillsExcellent interpersonal skills with the ability to communicate and influence effectively at all levelsExcellent attention to detail and troubleshooting skillsAnalytical skills, with the ability to see patterns and trendsRole model a values-driven approachDemonstrate a compassionate and emotionally intelligent leadership styleBe open to feedback and the learning that comes from itBe willing and able to exemplify the company values