Windows Team Leader - Glasgow

On offer is an attractive basic salary up to £38,025 (depending on experience), together with an excellent benefits pac - Technology - IT- Tech Support
Ref: 4916 Date Posted: Monday 21 Aug 2017
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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.