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Parkside Office Professional
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High Wycombe, Buckinghamshire
Technical Team Leader
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Job Type: Full-time |
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Salary: £35,000 per annum |
Overview
You will report into the Head of Support, to become part of the dynamic and highly focused overall support team. You will be principally responsible for nurturing these individual's skill sets, quality of customer interaction, and their personal growth, as well as taking a lead in our Incident Management procedures. As part of the role you will be liaising with our partners to understand ways to improve relationships, ways of working and training, as well as handling day to day escalations and leading high priority incidents alongside the team. The client has a diverse set of products and services that together create a tailor-made customer solution, and it is a great opportunity for anyone with a thirst for technology to come on board and work within this environment. This is a busy role with demanding clients and challenging SLA's to meet. You need to be strong-willed, resilient and able to adapt and refocus quickly. We're incredibly energetic, fun, and hardworking team, who want the best for our customers. This is a get stuck in, roll your sleeves up, hands-on career with a great company who are incredibly tech focused. Responsibilities: Create and manage development plans for your direct reports. Coach, support and mentor those individuals to assist them in performing to the best of their ability. Implement our Incident Management procedures and own these alongside the team as an Incident Manager Work with third party suppliers to build relationships, feedback training needs and improvements, and manage escalations where required Upskill knowledge around multiple products and technology via online, buddying and classroom-based training. Liaise with internal departments, vendors and suppliers where required. Monitor team tickets against SLA performance, with any near breaching being expedited and progressed. Assist in internal and external customer report generation. Implement team quality checks and feedback Work closely with the Head of Support on process improvements, customer feedback and satisfaction scores, and SLA reporting Assist with ad hoc tasks relating to implementation projects, support projects or support administration. Regularly update open tickets in our Service Management system with up to date and clear information. Update customer specific documentation where required. Day to day team holiday, rota and admin duties Hold monthly 121's with direct reports Ad-hoc duties as required. Possibility of work out of hours as a duty manager as part of an on-call rota where required. Experience: At least one year's experience in a technical role Experience in the support of VoIP infrastructure technologies and VoIP protocols. Experience dealing with customers, over the phone or face to face. Knowledge of IP Protocols / Networking including LAN / WAN / switches and routers. Knowledge of SIP. Knowledge of Mitel's products including MiVoice Business, MiCollab, MiCC contact centre, IVR, ACD desirable or alternative vendor such as Avaya or Cisco Voice. CCNA (desirable) ITIL Foundation (desirable) 37.5 hour working week great benefits Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.