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Hands-On Team Leader
Job summary
A leading IT support provider in Coventry is looking for a Hands-on Team Leader. You will manage an OSS team, ensuring high-quality support and customer satisfaction. Ideal candidates will have at least 4 years in IT support and 1 year in a team leadership role, with strong organizational and communication skills. This role offers a fantastic opportunity to contribute to a dynamic company at the forefront of the industry.
Qualifications
- 4 Years' experience in an IT Support Role.
- 1 Years' experience as a team leader.
- ITIL Certification is a big plus.
Responsibilities
- Manage OSS team.
- Help the team to meet ticket handling standards.
- Coordinate onsite support with Customer Client Service Lead.
- Ensure incidents/request are solved within KPI.
Skills
Tools
Our company is developing, and you can expand your career along with it. Working in a fast-paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands‑on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry and play a key role in ensuring the successful delivery of a premium IT support service. This is for Hands‑on Team Leader position that will require an individual to solve customer support issues. Managing the day‑to‑day support provided by our team across multiple sites in Europe. The team consists of On‑Site Technicians (OSS) that visit customers’ machines to solve support related problems or resolve issues remotely. This team interfaces with the Service Desk and other support teams to achieve the deliverables supporting the OSS contract. Candidates should have experience managing teams, delivering a quality service on customer sites.
- Manage OSS team;
- Help and encourage the team to meet ticket handing standards;
- Manage weekly team meetings to ensure training and information distributed to all the team;
- Schedule yearly reviews with team, making sure all details are recorded on HR systems;
- Ensure all sites are visited and incidents/request solved within KPI;
- Co-Ordinate onsite support with Customer Client Service Lead;
- Manage response to computer related request and incidents;
- Provide installation and upgrade services of supported hardware and software;
- Support of key engineering applications at use within the business;
- Provide on‑site support to the Coventry site;
- Ensure planning, schedules, breaks, code of conduct etc. are respected by the team members.
- 4 Years' experience in an IT Support Role;
- 1 Years' experience as a team leader;
- Language skills: Proficiency in English;
- Hardware knowledge of Lenovo equipment;
- Good knowledge of MS Office 365;
- Ability to co-ordinate with multiple IT teams to achieve desired outcome and previous experience in vendor management;
- ITIL Certification is a big plus;
- Proficient in Microsoft Office 365, Including Skype/Teams;
- Experience using ticketing tools to manage support (Service Now);
- Candidates need to be adaptable, efficient, and able to work independently;
- Strong sense of customer service and good organizational skills;
- Excellent Verbal and Written Communication Skills;
- Ability to multitask and team focused;
- IMAC - Previous IMAC/Onsite experience.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.