Support Team Leader
IT Lab Limited
Manchester, GB
23h ago

Company Background

IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world.

The award-winning company provides a range of services including 24 / 7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.

We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession.

Being the best means having the best people, and getting the best people means being the best place to work.

We are now looking for an experienced Support Team Leader to join us in our Manchester offices.

The Role

The team leader’s role is to support the virtual teams to achieve success for clients, IT Lab and manage the engineers themselves in the most efficient way possible.

This demands the Team Leader needs to be a strong communicator, knowledgeable, pragmatic, creative, approachable, diligent, technical and analytical.

The team leader must prioritise a demanding workload effectively amongst VT engineers and ensure that quality and standards are of the highest level.

In addition, the Team Leader need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.

Duties and Responsibilities :

  • Respond appropriately and deal with queries or complaints either internal or external in an effective manner (i.e. punctual; polite and with empathy).
  • Facilitate service improvement and support standard enhancements within relevant virtual team.
  • Insure Incidents / Problems / Changes / Requests are allocated to the relevant engineers within the relevant virtual team.
  • Monitor work quality within VTs to ensure highest standards and escalate to engineer line manager when required.
  • Ensure VT objectives are achieved.
  • Maintain a professional relationship with clients and peers.
  • Utilise excellent customer service skills and exceed customers’ expectations
  • Report potential client facing risk.
  • Report customer feedback and potential product request.
  • Maintain Personal development plan with support from line manager
  • Collaborate with team Managers / Leaders and technical leads to maintain standards and functionality.
  • Undertake any other tasks as assigned by management
  • Availability during your shift hours (which may incur shift & desk rotation)
  • Ensure SLAs are met.
  • Background, Experience and Skills

    The successful candidate should have / be :

  • Demonstrable experience managing a team and being part of a technical support environment
  • Previous exposure to working in a Service Desk Environment
  • ITIL Foundation V3 certification
  • At least 2nd line technical knowledge and skills up to 2nd line level
  • Natural leader & mentor
  • Proven analytical and problem-solving skills
  • Strong written, oral and interpersonal communication skills
  • Strong attention to detail
  • Above average MS Excel / reporting package experience
  • Calm but positive and responsive under pressure
  • Natural organiser and process driven
  • Calm but positive and responsive under pressure
  • Location and environment

    This role will be based out of our Manchester offices; though, you will be working amongst a wider Support Services Team that spans across our London, Cape Town and Manchester offices.

    At IT Lab our culture is non-hierarchical and one which stems from a work hard but have fun environment. We like to laugh, we like to do things together and among all the challenges of growing a fast-

    paced business, we endorse people being themselves, allowing them to focus on outcomes and substance rather than form. If you think you are a confident, self-

    driven and motivated individual, then the Lab is the place for you.

    Package and Logistics

  • Competitive package
  • Working hours of 37.5 hours per week, between 9.00am 5.30pm, Monday to Friday
  • Spacious offices in Manchester, Lowry Mill
  • 22 days’ annual leave
  • Pension, healthcare (a whole array of benefits)
  • Continual professional development plans
  • Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

    IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.

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