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Technical Services Team Leader

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Job Summary

  • Ensure the effective delivery of all technical services through management of daily live tasks.

  • To maintain the accuracy and standardisation of all technical documentation.

  • Facilitate the booking of technical services through liaison with the Projects Team.

 

Main responsibilities 

1.       End to end management of diaries for live projects

  • Liaising with PM’s on booking things into diaries

  • Moving work around as necessary

  • Ensuring appropriate allocation of resource through forward planning and awareness of upcoming work.

    2.       Escalation

  • Be the final point of contact for escalations with ongoing work before reaching the Technical Operations Manager.

  • Prepared to assist / take over work as necessary to ensure completion where this cannot be satisfied by the senior technician.

    3.       Projects

  • Initial contact for Projects team regarding live projects.

  • Own the Bible and ensure information is up to date and accurate.

  • Be available for conference calls and occasional site visits regarding live projects.

    4.       Resources

  • Ensure standards / accuracy on technical documentation and conformance with ISO requirements.

  • Ensure standards on Techweb / Portage are maintained and resources are kept up to date.

  • Drive forward innovations on service delivery methodology in liaison with senior technical stakeholders.

    •           Ensure pre-requisite documents are current and accurate.

    5.       Team training

  • Be instrumental in new starter training and development of new starter training plans.

  • Assist in recruiting any new members of the team

  • Help identify any knowledge gaps and feed this back to identify training needs.

  • Maintain the skills matrix and provide regular feedback to the Technical Operations Manager.

     

    6.     Man Management – Duties will be supported by the Tech Ops manager

    •           Carry out one to one meetings with team membersr

    •           Manage Absence reporting and back to work interview.

    •           Manage Holiday requests and approval.

    •           Provide initial point of contact for any training requirements.

    •           Escalate any necessary man management issues to Tech Ops Manager

     

    7.       Feedback

  • Provide regular feedback to Technical Operations Manager on all of the above

  • Work alongside the third line lead where work naturally crosses over between the   two arms of the team.

 

Key Relationships

  • Technical Operations Manager

  • Project Managers

  • Project co-ordinator

  • Third line technical support team

 

Qualifications

  • MCTS (70-433 / 70-461) Is desirable

  • Professional qualifications supporting technical or procedural disciplines.

Experience

Leadership skills

  • Experience leading a team of IT specialists and providing an escalation point.

  • ILM 3 or above desirable – training will be offered.

  • Confidence liaising with business stakeholders, internal customers and external clients to manage expectation appropriately

  • Ability to work well under pressure and to manage time and workload appropriately.

Technical Skills
  • T-SQL – confidence creating, reading and enhancing large procedures and scripts.

  • Familiar with SQL Server 2008 / 2012 /2014 and some database administration tasks – Backup / Restore, Account permissions, Log shipping

  • Familiarity with Windows Server 2008 / 2012

  • Competent user of IIS – familiar with configuring websites, IP restrictions, error redirection

  • Some exposure to ASP, ASP.Net, C# and JavaScript would be advantageous

  • Basic Networking fundamentals – IP Addresses, port numbers, DNS – understanding the principles.

  • Attention to detail

  • Methodical approach to work assigned.

  • Highly PC Literate / Familiar with core Microsoft Products (Word/Excel/IE)

     

     

     

     

Apply here

Closing date:
28 Apr 2017

Location:
Leeds

Salary:
On application

Reference No.:
2306

Position type:
Permanent

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