Technical Support Team Leader - Permanent - West Essex

SUMMARY

This role has been established by the board to provide dedicated support to our customers across all telecommunications and IT requirements. The position also involves the management of two junior IT Engineers, ensuring they receive appropriate guidance and leadership while assisting clients. Additionally, the team leader will be responsible for overseeing the management of support tickets, ensuring they are resolved within agreed service level agreements (SLAs) alongside supporting customer installations in the area.

ROLES & RESPONSIBILITIES

The expectations, roles, and responsibilities for the Technical Support Team Leader position are as follows:

• Lead and oversee the technical team to ensure that all technical Key Performance Indicators (KPIs) and project objectives are consistently achieved.
• Maintain steady and reliable Service Level Agreements (SLAs) for all first, second, and third line support tickets, ensuring timely and efficient resolution of technical issues.
• Provide comprehensive support to customers, addressing requirements across laptops, Servers, Microsoft Office 365, hosted telephone systems, mobile devices, broadband, and cybersecurity.
• Strive to ensure client satisfaction surveys consistently achieve a minimum rating of four out of five stars, demonstrating a commitment to high-quality service.
• Maintain accurate and consistent ticket management using Atera RMM, ensuring that all support tickets are tracked and handled according to company standards.
• Keep customer details up to date within Hudu, guaranteeing client information is accurate and accessible for support needs.
• Travel to customer offices as required to install new equipment or resolve technical issues on-site, delivering hands-on support when necessary.
• Participate in the Out Of Hours (OOH) rota alongside team members, with willingness to work outside standard hours as scheduled (additional OOH pay provided; maximum of one week per month).
• Demonstrate and promote the company's core values in all aspects of work:
• Attitude, Integrity & Perseverance

REQUIREMENTS

The ideal candidate will possess a minimum of five years' experience working within the IT and communications sector. This background should equip the individual with the necessary expertise to effectively handle the ordering, installation, and ongoing support of relevant systems and equipment. Previous experience in managing a team is also essential, ensuring the candidate can lead and coordinate colleagues successfully.

Strong organisational skills are required, enabling the candidate to manage multiple tasks efficiently and maintain high standards across their responsibilities. Excellent communication abilities are equally important, as the role demands clear interaction with colleagues, clients, and other stakeholders.

Proficiency in using Microsoft Word, Excel, PowerPoint, and CRM systems is a prerequisite, supporting the candidate's capacity to carry out administrative and operational duties effectively. Applicants must demonstrate the ability to work both independently and collaboratively within a team environment.

A full UK driving licence is required for this position, as is the willingness and ability to work from the Wilmslow office as needed.

SALARY & PACKAGE BREAKDOWN

• £35,000 Per Annum Basic Salary
• Overtime Pay available for Weekly Out Of Hour Support - £150 per week
• Bonus Pay Included - Based on Department Specific KPI's
• 40 hours per week (8:30am to 5:30pm - Monday to Friday)
• 25 Days Holiday Per Year + Bank Holidays
• Business Travel Expenses Included
• Full Training Provided
• Paid Sick Leave
• Regularly Social Events
• Optional Travel Opportunities