1st Line Team Leader advertised by GlosJobs.co.uk

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Commercial Ltd

Contact Information:
Commercial Ltd
Commercial House
Liddington Park, Old Station Drive
GL53 0DL

Tel: 01242 703 400

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1st Line Team Leader


Commercial are hiring for our Managed IT Division! We currently have a vacancy for a 1st Line Team Leader within our Network Operations Centre based at our Head Office in Cheltenham.

So what do you need to do?

As the 1st Line Team Leader, you will manage our 1st Line Helpdesk Engineers and report directly to the Network Operations Centre Manager. The ideal candidate will be a dedicated individual with a desire to deliver high quality service to both internal and external customers alike. The candidate must have a strong technical background, and ideally previous Team Leader / Management experience, so that they can build the respect of a talented team of IT Infrastructure engineers.

You will:

  • Ensure that the 1st Line Team meet service SLA’s for our customers
  • Train and develop your team to ensure that you have the necessary skillsets within your team to provide the highest standards of technical support and customer service
  • Provide line management responsibilities including conducting one to ones, setting KPI’s, approving holiday requests, disseminating management information etc.
  • Work within the 1st Line Team to resolve customer issues remotely via telephone, email and remote support sessions
  • Act as a point of escalation for the 1st Line Team as well as off-site support staff, and provide assistance with helpdesk tickets where possible, escalating further as required
  • Work with off-site support staff to promote a seamless and collaborative support service
  • Complete Line Manager duties including quarterly 1-to-1’s, setting KPIs, approving holiday requests, disseminating management information etc
  • Develop and promote a proactive ‘can do’ culture within the department
  • Ensure support services are delivered within an ITIL framework and aligned to industry best practice
  • Build and maintain strong relationships with internal and external stakeholders to build confidence and promote NOC services.
  • Ensure that service metrics and good data quality is maintained to enable accurate reporting
  • Handle difficult calls and resolve difficult customer situations through excellent communication and direct stakeholder engagement.

You have got…

  • Experience in management, supervising or leading a team 
  • Coaching or mentoring skills
  • Proven experience with the technologies listed below, ideally with either a Microsoft MCSA or Citrix CCA
  • VMware ESX/ESXi and vCenter
  • Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
  • Windows Server (2016 & 2019)
  • Microsoft Exchange and Office 365
  • Microsoft SCCM, InTune and AutoPilot
  • Citrix XenDesktop
  • Veeam Backup & Replication
  • Sophos Anti-Virus (On-Premise and Central)
  • TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments
  • SAN Technologies

It would also be beneficial to have experience of:

  • Microsoft Hyper-V and failover clustering
  • Citrix Netscaler
  • Two-factor authentication including Vasco and SMS Passcode
  • Corporate wireless systems including Meru and Meraki

In return you can expect:

  • A base salary of up to £27,000
  • Bonus scheme of £3,000 per year (paid quarterly on successful completion of KPIs) 
  • We all get a generous holiday allowance of 25 days plus bank holidays which increases with length of service
  • All our employees are covered by our Life Assurance scheme whilst employed by Commercial Group. Although this is a topic none of us like to think too much about, we feel it’s important to offer protection for our employees and their families if they were to ever be in such a situation. Therefore, we provide a Life Assurance scheme that offers a payment equivalent to four times your annual salary.
  • Access to free and convenient Help @ Hand Wellbeing programme including an online GP service
  • Access to a free confidential support through our Employee Assistance programme
  • A variety of training & development programmes tailored around our core values and designed to help you reach your full potential whilst feeling truly valued and appreciated for the work that you do.
  • Earn extra money if we hire your friends or family with our employee referral programme
  • Want to get healthy? We have free fruit delivered for all staff! And our state of the art coffee machine will be sure to set you up for the day
  • Looking for a little extra? You get a paid day off for doing charity or volunteering work and you might even get a treat on your birthday and work anniversary!
  • A vibrant staff community with fun perks and corporate social responsibility events
  • Other benefits such as cycle to work scheme, pension contributions, flexi time scheme and more

Salary: £27,000 - £30,000 per year

Hours Per Week: 37.5

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