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Technical Team Lead - Customer Service - Windows - AD

  • Salary: £200 - £210 per day
  • Job type: Contract
  • Location: Bellshill, North Lanarkshire
  • Sector: IT
  • Date posted: 29/10/2018
  • Job reference: BBBH91568

Technical Team Leader - 2nd/3rd Line Technical Background - Windows - Networks - Active Directory -Customer Service - Team Management - Matrix Management - Basic Disclosure / PVG Check

My client a leading technology provider to the Education Sector is seeking a Customer Service focussed Technical Team Leader to matrix manage a team of 7 onshore and a small offshore team of very experienced 3rd Line Support Engineers.

As the successful candidate you will have previous experience in a technical support role and be accomplished in providing Technical Team Leadership. This will be coupled with excellent Customer Service skills to ensure any escalations are completed in a timely and satisfactory manner.

With a background in troubleshooting and resolving incidents, you will also be able to identify and implement tasks to improve processes, simplify activities, and improve customer engagement/ satisfaction.

Key Duties:

  • Managing a team of 7, 3rd Line Engineers providing support, fixing escalations and excellent Customer Service
  • Liaising directly with customers and closing incident and escalations calls within stated service level agreements.
  • Working with colleagues to ensure that all telephony and call handling targets are met successfully.
  • Identifying and managing process improvements

Skills:

  • 1st/ 2nd Line support background
  • Technical Team Leading skills
  • Man Management
  • Excellent Customer Service skills
  • General technical knowledge on platforms such as: Microsoft Server 2008/2012 and Microsoft Exchange, AD and Windows
  • The ability to liaise with technical and non-technical users effectively

Please note candidates must be willing to undergo a Basic Disclosure Scotland check before the contract commences

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