2nd Line Support Team Manager

Undisclosed Company
Newcastle upon Tyne, Tyne and Wear
£25000 per annum
12 Jan 2017
19 Jan 2017
Job Type
We have an exciting opportunity to recruit a 2nd Line Support Leader for our Client based in Newcastle.
The successful candidate will be responsible for leading teams of 2nd Line Engineers to meet challenging Service Level Agreements, whilst driving performance and development.

Key Responsibilities:
- Responsible for the day to day leadership of the team
- Managing absence/lateness
- Driving the team's performance to meet Client SLAs
- Managing engineer schedules to ensure operational coverage of the support function
- Creating and implementing development plans for team members
- Ensure strict customer SLAs are met on a monthly basis
- Deal with UKPS and NSV Vetting documentation and paperwork, chasing applications where necessary
- Liaise with Functional management & HR to ensure recruitment targets are met
- Interview potential candidates for roles, adhering at all times to strict recruitment and selection guidelines
- Incident management for Desktop Service/Active Directory issues
- Investigate, diagnose and resolve potential issues that affect the availability of the Desktop Service
- Produce documentation, work procedures and processes for supporting the working environment
- Work on projects to help implement or restore key functionality to the Clients network
- Reporting to the 2nd Line Operations Lead on current target levels and forming action plans to maintain/improve these levels
- Support the operation with ad-hoc tasks and duties as and when required

Essential Skills:
- Good technical knowledge of the following:
oWindows XP
oWindows 7
oMicrosoft Office 2003
- Good troubleshooting skills.
- Strong People Management Skills
- Strong Relationship Management Skills
- Strong customer service skills.
- Ability to work under pressure in a highly visible environment.
- Experience working in a Desktop Service environment
- History of working with Active Directory
- Experience of leading a team of 2nd Line Engineers to deliver to challenging Service Levels.
- Proven track record of leadership/management

Desired Skills:
- Experience/ knowledge of the following:
oKnowledge of the UKPS and NSV Vetting process and documentation
oDefense Information Infrastructure
oRemote Control Software, for example, RDP and CA Unicenter Remote Control
oRoaming Profile
oSystem Admin/ Scripting Language
oOffice 2010
oOffice 2003
oServer 2003/2008

Personal Skills:
- Strong team leader and team player
- Have the ability to work under pressure within demanding timeframes
- Focus and attention to detail
- Excellent organisational skills
- Ability to robustly and effectively manage relationships with other teams/Functional leads
- Ability to react proactively to change

Due to the business needs of this role the successful candidate must have existing security clearance or be able to attain security clearance. If applicants do not currently have security clearance they must have photographic ID in the form of a passport or driving license, that is in date and reflects the applicants current address. Proof of address would also be required in the form of 2 bills dated within the last 3 months.

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