Job Ref: 215058150

Date: 2021-11-02 16:44:48

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As a Technical Team Lead you will be responsible for a small group of Technical Agents, who alongside our Support Agents, provide support for our converged customers with cloud-based IP telephony and mobile solutions. You will report into the Head of Support, to become part of our dynamic and highly focused overall support team.

Main 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 Olive's 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.
Support out of hours as a duty manager as part of an on-call rota where required.Requirements for the role:

Experience of managing a team in a service desk/customer service type environment.
At least two year's experience in a technical role and/or administrative 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. (desirable)
Knowledge of SIP (desirable)
Knowledge of Mitel's products including MiVoice Business, MiCollab, MiCC contact centre, IVR, ACD desirable or alternative vendor such as Avaya or Cisco Voice (desirable)
ITIL Foundation (desirable)

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer

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