Nine Twenty are delighted to be assisting in the recruitment of a Windows Team Leader in Glasgow.
Candidates must demonstrate the technical skills and experience but you will also have to demonstrate people management or mentoring / coaching experience as this is incredibly important for the role.
You will need the confidence of managing a small team or mentoring and coaching junior technical analysts, and will be comfortable in basic people management tasks.
Role Purpose:
Providing Wintel support services to clients across a shared service model. Line management of junior Windows support analysts. Responding to reactive support tasks, implementing change and proactively driving service improvements.
Responsibilities / Accountability:
- Proactive management of direct reports.
- Duties in this will include: appraisals, development, attendance management, performance management, management of Incident, Problem and Request driven workload, resourcing and recruitment.
- Act as an escalation point for all direct reports, for both technical and managerial escalations.
- Provide regular service reporting including service levels, risks, issues, proactively identified opportunities and ideas for improvements
- Deliver successful Continuous Service Improvements, initiated through proactive analysis of supported infrastructures and support issues
- Ensure timesheets are completed in line with company policy
- Take incoming customer calls (via telephone, eMail, voicemail, pager, or other automated alerts), logging call details onto call management systems and provide response escalation and resolution within SLA.
- Maintain technical knowledge and expertise associated with applications specific to individual customers
- Proactively update customers with call status and resolution progress
- Maintain and update service operational processes and procedures
- Contribute to major incident reports and route cause analysis, identifying opportunities for service improvements and implementing these where appropriate
- Supporting change
- Continuously questions status quo, and
- Points out specific opportunities for change, and
- Supports others wanting to implement change initiatives.
- Develop tools and processes to monitor and report on supported services
- Identify and manage risk, through mitigating actions and appropriate escalation
- Liaise with team peers and Getronics resolver groups to ensure continuous review and improvement of internal processes and procedures
Skills / Experience
- Minimum of 5 years experience in a senior 3rd line Windows support role
- Experience of maintaining Microsoft enterprise solutions to best practice recommendations, including ongoing monitoring and improvements
- Experience of working in a service provider / shared service model preferred
- Experience of defining requirements, planning work and setting expectations
- Strong verbal and written communicator, good at building rapport
- Pragmatic approach to troubleshooting technical and operational issues
- Experience of creating technical and process documents, and management of documentation
- Strong understanding of ITIL practices
- Experience of mentoring and coaching technical analysts
- Experience of managing technical reports would be beneficial
To apply for this position, please get in touch with Rachael at Nine Twenty.