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Support Team Leader

  • Location: West Midlands
  • Salary: £300 - £380 per day
  • Job type: Contract
  • Sector: IT & Information Security

We are Recruiting for a Support Team Leader for a FTSE 250 Client in Coventry on an initial 4 month contract, paying between £300 - £380 per day Umbrella/Ltd.

Brief description of the role:

Based in Coventry, you will report into the Head of Application Support.

You will be responsible for leading mid-sized team and will require an in-depth knowledge of support and supporting systems in a 24x7x365 environment. You will have the ability to work under pressure and own initiative and make tough decisions where necessary for the success of the business.

A good general knowledge or hardware, infrastructure, operating systems, understanding of ITIL support processes and procedures and excellent people management skills, with a committed want-to-succeed attitude and capable of driving the team to perform under pressure.

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:
    • 24x7x365 client facing high throughput environment
    • A multi-terabyte SqlServer/Oracle environment
    • A virtual environment using Hyper-V
    • With Networking in a large organisational structure and leveraging relationships
    • ITIL working practices and procedures
    • Managing Desktop Support
    • Using Remedy or a similar Ticketing system
  • Working knowledge and working with 3rd party of Infrastructure and Networking Teams
  • 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

To apply for this role please follow the link below or send your CV to Callum.Thomas@Capita.co.uk .

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

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