IT Support Team Leader

Hull, City of Kingston upon Hull, United Kingdom
£16000 - £20000/annum
Nov 22, 2017
Dec 01, 2017
Contract Type
Full Time
Emmerson Kitney are proud to be partnering Tevalis again on the recruitment of their IT team. They have recorded record growth this year and as such as looking to expand their support team by bringing in two IT Support Team Leaders. Tevalis provide Electronic Point of Sale software to the hospitality sector. Due to their continued growth they have also recently moved to newly renovated, spacious offices in central Hull and can boast a turnover of circa £4.5 million as they go from strength to strength. With the addition of several new, exciting clients Tevalis have now announced their next phase of recruitment to support their growth. As the Support Team Leader here, you will report to Craig Richardson and be responsible for:
• Manage the day-to-day planning, operations and problem-solving of a team of Support Technicians to meet the required standards and operational targets
• Develop the teams to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused analysts and to act as the communication conduit between users, team members and management
• Ensure the smooth everyday running of these core teams, ensuring that SLAs and KPIs are met
• Ensure the efficient allocation of incoming requests to the team, prioritising actions and monitoring team resource so that customer deadlines are met
• Work closely with team members in the support team to resolve customer tickets (the Team Leader will remain hands on with Service Desk/Support duties as needed)
• Identify and highlight best practices in support management through continuous assessment, and updating process documentation with the support manager
• Conduct monthly performance sessions for the team, utilising the skills matrix and knowledge base to identify challenges and skills gaps that can be fulfilled through coaching, training and development for the technicians
• Present a positive and motivated attitude at all times. Motivate staff and provide guidance, leadership and support
• Be involved in compiling reports on SLA and KPI targets, call stats, numbers and types of request, communicating findings to the Support Manager and to respond to any further requests for data that are required for analysis
• Conduct quality control checks and edit work if necessary, identifying and highlighting best practice for Support Analysts and sharing this with the team
• Identify and suggest improvements for areas where value can be added. To brief service issues to the Support Manager and assist where needs be in the resolution process
• Troubleshoot areas of poor performance and identify and implement effective solutions to resolve issues both in the immediate future and for the longer term
• Work with the Support Manager to ensure that there are always sufficient resources in place to meet call-handling needs and ticketing requests from our customers Purpose of Role:
• To provide an excellent user support experience by delivering professional and effective support
• Minimise the adverse effect on the business of applications and technology incidents and problems and to work proactively to prevent their occurrence
• To ensure that all necessary information is gathered from customers when they are requesting support and register this information in incident requests in an efficient, accurate and complete fashion
• To provide a role model for the Support Technicians
• Manage and resolve effectively all service requests
• Provide an excellent customer experience
• Respond to customer's enquiries in a timely manner
• To communicate in a professional and clear and non-technical manner at all times
• Provide regular updates and feedback to users regarding progression of support incidents
• Regularly review logged incidents ensuring that service levels are being maintained and where necessary negotiate and agree a revised priority with the customer
• Meet the required service level standards, SLA's and operational targets by ensuring the delivery of a consistently superior customer experience
• Be the focal point for the dissemination of information from the IS support organisation to the customer and vice versa
• Contribute to the knowledge and skills of the Service Desk / Onsite Support team
• Play an active role to recommend policies, procedures and standards to improve the efficiency and effectiveness of the Support Function and actively encourage innovation and creativity within the team
• Alert the Support Desk Manager of any performance issues within the Support processes and identify and suggest improvements for areas where value can be added
• Ensure all necessary security and operations standards are implemented and that all risks to the physical and logical IT assets of the business are secure
• Ensure the Support Desk Team are carrying out the above functions This is a fantastic opportunity for any IT Support individuals who are looking to progress in to a role which requires more management in a fast paced IT Support environment. The ideal candidate will have experience in an IT Support commercial environment, experience in management and it would also be advantageous if you have academic qualifications in IT. Please apply by following the directions on the website, alternatively for more information and a full outline of the role, call Sam Horton on (Apply online only). Emmerson Kitney recruit for Sales & Marketing, Engineering and IT roles at all levels throughout the region. If this role is not suitable for you we would be happy to have an informal chat regarding any future opportunities. While we will endeavour to respond to every applicant personally, on occasion this is not always possible, therefore, if you have not heard back from us within 14 days of applying, you have been unsuccessful. Please note all 3rd party applications will be forwarded to Emmerson Kitney, as retained partners working with Tevalis