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Customer Support Team Lead

  • Salary: Negotiable
  • Job type: Permanent
  • Location: Edinburgh
  • Sector: Infrastructure & Support
  • Date posted: 19/02/2018
  • Job reference: J380352A

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My Edinburgh based client are looking to bring on a Application Support Team Lead within their Service Operations Centre.This role is around 40% hands on and 60% management.


  • Provide line management and leadership to teams of Tier 1 and Tier 2 Customer Support Analysts and Engineers
  • Day to day quality assurance ensuring accurate recording, progression, resolution and communication of internal and external Customers
  • Reporting to Service Delivery Manager, you will provide leadership, management and guidance on re-active and pro-active incident and service request management

Key Skills

  • Internal or external customer experience across a range of complex applications
  • Installing and/ or maintaining Windows 7/8/10, Windows 2003/2008/2012 server
  • Configuration and maintenance of databases such as MS SQL, Oracle, DB2 or MySQL
  • Administration, configuration, deployment and sizing of J2EE systems such as JBOSS, WebSphere or WebLogic

Experience and Leadership

  • Lead, coach and mentor team members
  • Review incidents for accuracy and quality
  • Risk assessment and risk management
  • Develop, review and implement company policies and procedures
  • Maintain an awareness of developing technologies and their application, driving own and team development


  • Accredited to ITIL foundation level or higher
  • Educated to advanced education level

Salary/ Benefits

In return for these specialist skills, my client is offering an excellent salary and benefits package. Not only will you be receiving an exceptional benefits package but you will also be part of a well-established and expanding team using cutting edge technologies.

For more information please contact Joanna Barrow on 0131 558 4815, or apply directly.

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