3rd Line Technical Support / Team Leader

3rd Line Technical Support / Team Leader

St Helens


Our dynamic Managed Services client is looking to expand its support team and is looking for an experienced 3rd Line / Team Leader to help mentor and develop the junior team members.

You will be responsible for:

  • 3rd line technical support via service desk and providing day to day team leadership/coaching for the Service Desk Analysts and support desk engineers to ensure the smooth operation of the Service Desk
  • Ensuring adherence to company processes and service level agreements.
  • Taking escalations from support desk analysts.
  • Resolving customer issues within service level guidelines (SLA)
  • Gathering all relevant information from initial call/contact to ensure most efficient troubleshooting
  • Questioning customer about issues and work to find alternative, more efficient methods
  • Managing internal and vendor escalations in a timely manner
  • Liaising with 3rd party support teams and act as intermediary between them and customers

Implementing new platform solutions at customer sites
Maintaining and improving remote management systems
Managing 3rd party supplier contribution to projects and services
It is expected that you will have at least 5 years support experience up to 3rd line with the last 2 years having been working as a Team Leader. You will have setup and design experience of - Azure/Office 365, Windows, Exchange Server, SQL Server, VMware / Hyper-V, WAN, LAN, vLAN etc.