Technical Team Leader - Shift

The role is for a 3rd Line technical engineer with proven leadership skills. The role will involve managing all incidents and requests through their full lifecycle and feeding into the wider technical team. You will be managing a team of 2/3 Infrastructure engineers on a rotating 12-hour shift to deliver the best service possible within the contractual SLAs. There is a high level of communication skill required in this role, dealing with your team directly, handing over to the next Team leader and more importantly, individuals across the wider technical team.

Manage Incidents & Requests ensuring SLA Performance against KPIs.

• 
  Ensure accurate and up to date information is recorded against all tickets.
• Ensure daily checks are performed correctly and in a timely manner.
• Be aware of ongoing escalations
  • Be aware of current Major incidents.
  • Manage P1 and P2 Incidents, keeping service managers informed and escalating if required.

To succeed in this role, you’ll need knowledge of utilizing ITIL best practice as well as experience within an IT customer service environment.

You would be required to demonstrate the following:

• Strong Technical skills.
• Accountability and responsibility for your workload.
• Helpful and approachable attitude.
• Excellent time management skills.
• Ideally, you’ll have had at least 12 months experience managing people, including day to day management e.g. absences, holidays, performance reviews.
• Mentoring junior colleagues and be responsible for career development