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Technical Support Team Leader

Advanced
Job LocationWillerby, Hull
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Role Introduction Are you interested in progressing your career within IT We are looking for a Technical Support Team Leader in our existing technical support team, that support 12,000+ users, both in our hosted and customers own on-premise environments. What You Will Do

  • Being responsible for the day to day operation of the support team
  • Carryout 1-2-1s and associated HR processes (e.g. absence review, holiday co-ordination)
  • Recognising and rewarding high performance, as well as tackling under performance.
  • Actively monitor SLAs & KPIs to ensure compliance, produce monthly, weekly reports to feed in to the management team
  • Provide management cover
  • Dealing with customer escalations
  • Carry out regular procedure audits and own any procedure changes/amendments
  • Establishing and maintaining a positive, motivated culture within the team
  • Encouraging a positive cross team/function working mentality with the Advanced Values in mind
  • Encourage and support innovation within the team with a growth mind set
  • Developing both individuals and the team
  • Plan, organise, and lead team meetings
What You Will Have
  • Excellent communication and team management skills (caring approach, active listening, motivational)
  • Confident people manager
  • Proactive mind set to team resource allocation
  • Flexibility and adaptability to work load
  • Confidence with dealing with customer escalations and co-ordination of technical team for resolution
  • Active focus on both individual and team develop/progression
  • Excellent planning and organisational skills
  • An excellent understanding of both the SME-Tech product & service offering as well as the wider business
  • Excellent decision making skills with a customer centric approach
  • Experience with handling customer complaints and communicating with challenging people
What We Do For You
  • Generous Annual Leave 25 days, plus public holidays, with the possibility to buy additional days
  • Summer Fridays!Every Friday afternoon off throughout July and August 2022 (or equivalent time in the week)
  • Life Insurance 4x times annual salary
  • Top Achievers Club Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees
  • 65% Internal Mobility Committed to the development & growth of our people
  • Advanced Perks At WorkExclusive employee discounts & benefits portal
  • Charity FundraisingProud to be a Patron of The Princes Trust; every employee is entitled to one day of volunteering each year
  • Pension Scheme - Up to 5% matched contribution
Who We Are We are one the UKs largest tech companies, and our products sit at the heart

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