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Application Support Team Leader

  • Location: West Midlands
  • Salary: £40000.00 - £53000.00 per annum + On-call and benefits
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Capita IT Resourcing is currently recruiting for an Application Support Team Leader to join them on a permanent basis. You will join a FTSE 250 Business Process Outsourcing organisation at a very interesting time for this account. In the space of the next 6 months the volume of work that they will perform for the client will at least double and there is potential for this to really cement itself as the organisation's largest account in terms of revenue. In this high profile you will be responsible for leading a team of circa 10 staff (potential for this to grow later in the year). The team is comprised of Application Support Analysts looking after various systems based on the following technologies: Oracle, SQL Server, Biztalk, .NET/C# and HDS (Hitachi Data Storage). We are looking for an experienced manager from a Service Provider/BPO background who understands the challenges of delivering a quality service in a margin-sensitive environment.

Key responsibilities and skills:

  • Managing a busy team of Technical Analysts from Junior to Senior
  • Ensuring that the team support the business to defined standards and SLAs for Incident, Request and problems
  • Ensuring that work has agreed and defined deadlines and that the team work to those deadlines
  • Ensuring that support documentation is up to date and fit for purpose
  • Ensuring that the team are trained on the job to handle cases from all disciplines support by the team
  • Setting SMART objectives and measuring performance against the appraisal process
  • Managing the Out of Hours Rota, ensuring that the right people are in place
  • Managing High Priority incidents that arise and ensuring that the processes are followed
  • Producing Daily/Weekly/Monthly reporting based around support processes and KPIs
  • Managing projects as required and ensuring that outcomes are as defined by requirements
  • Coach and Mentor team members
  • Delegate responsibilities as appropriate to the team

Desirable skills and experience:

  • Experience of working in a 24x7x365 client facing high throughput environment
  • Experience of working in a multi-terabyte SQLServer/Oracle environment
  • Experience of working in a virtual environment using Hyper-V
  • Experience of networking in a large organisational structure and leveraging relationships
  • Working knowledge and working with 3rd party of Infrastructure and Networking Teams
  • Experience of ITIL working practices and procedures
  • Experience of managing Desktop Support
  • Experience of using Remedy or a similar Ticketing system
  • Strong Team Leadership skills.
  • Strong personnel management skills.
  • Strong organisation, prioritization and coordinate effectively.
  • Able to work under own initiative and make justified informed decisions
  • Good written, verbal and presentation skills.
  • Flexible and open attitude.
  • Able to motivate a team in a pressured environment
  • Able to work within all levels of the organisation.
  • Excellent time management skills
  • Quality conscious
  • Owns issues and runs with them to ensure desired outcomes
  • Work as part of the team to achieve shared objectives

If you are interested in the role and would like to apply, please send me your CV in response to this advert for immediate consideration.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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