Job Reference: AW51309
Job Duration:
Start date: ASAP
Description:
2nd Line Support Team Lead - Insurance Broker Service Desk
Halifax - Initially onsite once a week - moving to fully remote if desired after 3 - 6 months
This superb softwarecorporate in Halifax is seeking a 2nd Line Support Team Lead to join their business and provide guidance & leadership to their experienced 2nd line application support team, who strive to provide a top quality support service to their insurance Brokerclients.
The 2nd Line Support Team Lead will manage & mentor a team of 5 experienced Service Desk specialists, working with them in investigating and resolving escalated technical & data issues being experiencing by clients using the company'scomplex software solutions. Specific skills & experience with Databases such as SQL Server or Oracle would be highly beneficial, including good SQL skills.
The Role:
To take responsibility for ensuring that the support service is performing well,is adequately staffed at all times and is providing an outstanding customer service experience via telephone, remote access andon occasion, in person on site.
* Ensures that appropriate action is taken to anticipate, investigate and resolve incidentsand problems in systems and services
* Ensures that such problems are fully documented within the relevant reporting systems* Assists with the implementation of agreed remedies and preventative measures
* Ensures that the inventory of components tobe supported is complete and current
* Drafts and maintains policy, standards and procedures for the service desk and incident management
* Schedules the work of the service desk team to meet agreed service levels
* Analyses patterns and trends
Preferred Skills, Attributes & Experience:
* Good people & communication skills
* Experience of leading a team including the ability to develop the understanding of what motivates and inspires each individual team member
* Can demonstrate good technical support, service desk or application support skills including experience supporting databases such as SQL Server or Oracle.
* Good SQL skills preferred.
* Knowledge of Linux is beneficial
* Has a methodical and disciplined approach to problem solving and is always looking to prevent rather than just fix issues
* Ability to own the Support call list and spot anescalation before it happens
* Reports call statistics and team activity on a monthly basis
* Educates and mentors those inneed of your assistance
* Provides advice on implementations and upgrades of equipment and managing resources for these installations at customer sites
* Works closely and effectively with managed services operations to ensure that change is managed with a minimum impact on customers
* Ensures the teams skills are kept up-to-date and in line with current deployment methods,models and technologies
* Handles escalations, both internal and external
* Takes ownership for self & team learningInterested Candidates seeking a quality employer with interesting and ongoing challenges need to apply now!
Industry: IT
Salary: £32500 - £35000 per annum + Plus Benefits
Salary Benefits: Plus Benefits
Vacancy Type: Permanent
Job Skills: Team lead, 2nd Line Support, SQL Server or Oracle, SQL Skills
Contact Name: Alec White
Website: -
Direct Application URL: -