Technical Lead, Manchester in IT Support

Job Description

We are seeking a Technical Lead in IT Support to oversee our support services in Manchester. The ideal candidate will possess extensive knowledge in IT operations and a passion for mentoring staff. You will be pivotal in shaping our IT strategy and ensuring client satisfaction.

Responsibilities

• Manage the day-to-day operations of the IT support team.
• Ensure the team meets or exceeds service level agreements (SLAs).
• Guide the team in troubleshooting complex IT issues.
• Implement policies for user support and service management.
• Provide feedback and insights to senior management regarding support trends.
• Contribute to strategic planning for IT infrastructure improvements.
• Foster a culture of collaborative problem solving.
• Assist in the evaluation and deployment of new technologies.
• Generate reports on support performance for management review.
• Participate in recruitment and onboarding of new support staff.

Requirements

Education

• Bachelor's degree in Computer Science or related field
• Master's degree is an advantage

Experience

• 5+ years in IT support, with a focus on team leadership

Technical Skills

• Technical Support
• Virtualisation

Soft Skills

• Conflict Resolution
• Customer Service Orientation

Certifications

• Cisco Certified Network Associate (CCNA)
• Certified Information Systems Security Professional (CISSP)

Languages

• English: Fluent

Advantageous

• Experience with automation tools: Competence in using automation tools to improve support processes.
• Understanding of data privacy regulations: Knowledge of GDPR and relevant data privacy regulations.

Benefits

• Comprehensive health coverage
• Annual performance bonus
• Remote working options
• Access to training programs and certifications

Company Culture

• Diversity and Inclusion: We celebrate diversity and strive for an inclusive workplace.
• Employee Recognition: We value and recognise our employees' contributions and achievements.
• Community Engagement: We are involved in community initiatives and support local causes.