NOC Team Leader -Citrix Hybrid role

Job Description

A great opportunity for a NOC Team Leader Working with a Blue chip organisation located in Peterborough position: Perm hours:7.5 hours a day, mon-fri working between the hours of 8:00-18:00location: Hybrid role working 2 days from the office and 3 days remotely Salary: £38,000-£45,000, depending on technical ability MAIN PURPOSE OF JOBProvide leadership, guidance and line management to a team of 1st, 2nd and 3rd engineersProvide support to delivery teams with relevant information regarding service performance via meetings, telephone conferences, email or reportsIdentify and manage training or development needs in line with company proceduresMaximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targetsManage organisational change within the team, including changes to procedures with regular comms in a timely mannerDevelop, grow and maintain professional working relationships with all internal stakeholders and customer equivalentsEnsure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer serviceSet high-quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methodsEscalate potential service issues and work with vendors when requiredAct as a role model for technical competence, helpfulness, facilitation of learning and teamworkProvide technical assistance to ongoing projects and the transition of new customers when requiredProactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plans.Provide ongoing support to Business Development Managers, Service Design, Product Design and Transition to drive new business and service capabilitiesAssist with the design and creation of new Support Services and the review of existing services.KNOWLEDGE AND EXPERIENCEEssential*At least three years experience in a similar SLA driven support role*Proven Customer service Skills *Proven experience delivering projects and complex changes*Awareness of ITIL methodologies and best practice*Industry recognised qualifications in relevant areas.Desirable Knowledge*At least 3 years experience as a 3rd Line engineer within a similar environment.*Respond to Customers either by telephone, electronically or face to face.*Citrix XenApp / XenDesktop Support Experience.*Citrix Provisioning Services / Machine Creation Services support experience.*Hypervisor (XenServer, ESX and/or Hyper-V) Experience.*Remote Access (NetScaler / RDS Web) Experience.*Microsoft Terminal Services / Remote Desktop Services Experience.*Valid Citrix Certified Administrator / Associate Accreditation.*Citrix NetScaler and its capabilities within an EUC platform. *Knowledge of other EUC technologies eg. AppSense, FSLogix etc.PERSONAL ATTRIBUTES*Good communication skills, verbal and written*Punctual and reliable*Positive, enthusiastic and supportive individual*Ability to take ownership or to identify when escalation is necessary*Ability to work under pressure*Ability to work in a team and to support team members *Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite mannerIf you are interested and have the skills, apply now "In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Agency in relation to this vacancy.