Software Support Team Leader

Further Concepts Ltd ,
Maidstone, Kent
More Details
Salary: From £25,000 to £30,000 per annum + benefits

Overview

Job Title: Support Team Leader Location: Maidstone Salary: £25,000 to £30,000 excellent benefits Job Type: Permanent Job Reference: PH9893 Our team provide support for the configuration and use of a software product as well as a number of standalone products across the company product suite. The support team consists of 1st, 2nd and 3rd line support with some additional responsibility for managing and assisting with technical deployments and upgrades. The Support Team Leader will be responsible for both supporting the products, as well as line management of the support team. Within the support function there are 2 teams who support different product areas as such, both Support Team Leaders are expected to work closely to ensure we operate to a set of standard processes and apply a consistent approach to supporting our customer base. The post-holder will be in direct contact with customers on a regular basis and will be responsible for leading the team in terms of the prioritisation of issues ensuring customers’ needs are met from a support and SLA perspective. They will be expected to work to tight timescales and accurately update customers as to the status of their issues maintaining attention to detail. The remit of this role will include working across teams consisting of developers, product managers, technical support and software engineers. The post holder must have knowledge / experience of: · Working on a service desk · Microsoft SQL Server, including writing basic SQL database queries · Technical operations and technical troubleshooting · Writing technical documentation and knowledge-base articles · MS Office applications (i.e. Outlook, Word, Excel, Project and Visio) It is desirable for the post-holder to have knowledge / experience of: · Previous management/team leader experience · Working within a software development company · Advanced Microsoft SQL server including stored procedure, schemas and functions · HL7 Interface messaging · Agile software development · JIRA and Confluence · Software testing · iOS · Cloud-based solutions such as Microsoft Azure The post-holder must have the following skills: · An understanding of SLAs and their importance · Ability to organise and co-ordinate areas of work for yourself and others · Strong relationship building, influencing and negotiating skills · Strong written & verbal communication and interpersonal skills · Excellent customer relationship skills · Team leadership skills including team building and coaching of individual staff is desirable Duties & Responsibilities: · Line Management of the team, including completion of appraisals and personal development plans to optimise skills and knowledge · Manage the support of customer issues using the company ITSM tool, JIRA · Investigate incidents related to the products which will predominantly require the use of Microsoft SQL skills to obtain resolution · Use initiative to process and prioritise faults according to incident type and in line with SLA · Support the allocation of staff to activities based on knowledge, skill set and staff availability · Escalate any issues in advance of an SLA breach whilst retaining ownership · Author knowledge-base articles for both internal staff and customers · When required, perform and oversee deployments and upgrades and ensure technical documentation is up to date · Provide Month End SLA Reporting in addition to any other incident management related reporting as required to effectively manage the issues and the team · Ensure ITIL process is followed for all incidents · As appropriate, participate in providing out of hours on call support · Attend meetings as required, these may be in other company offices from time to time Wilde Associates is working in the capacity of an Employment Agency for this role This job was originally posted as www.totaljobs.com/job/89921985

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