Job Ref: 215222132

Date: 2021-11-22 13:54:42

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We have partnered with one if the UK's largest in-dependant communications provider, who are recruiting for a Technical Team Lead to join their technical support team. As the Technical Team Lead you will responsible for a small group of Technical Agents.

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 their Incident Management procedures

Technical Team Lead Responsible:

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
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
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.Technical Team Lead Key Skills:

Highly motivated, accurate and precise.
Minimum supervision and to maintain a high level of productivity
manage workload and prioritise workload
Pragmatic, down to earth, operative and hands-on.
Ability to deal with high impact, high profile, incidents and deal with senior level technical engineers.
Client focused and with customer services mindset.
Tech-savvy. Completely at ease with email, instant messaging, texting, and the Microsoft Office suite.Technical Team Lead Experience:

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)Please apply now if you have the relevant experience.

Thank you!

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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