Job Ref: 215111222

Date: 2021-11-09 10:45:32

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About The Role
AZTech are seeking a customer focused, Technical Team Leader that has an IT Managed Service Provider background, to manage a newly formed Support Desk Team. The team consists of one Senior Support Technician, two Support Technicians and two Support Technician Apprentices.
As a Technical Team Leader, you will manage the ticket queue and allocate the relevant team members the support tickets based on their knowledge and ability, you will also be expected to handle technical calls/ tickets during busy times on the support desk. This will involve using ConnectWise to manage the queue and liaising with clients on a regular basis to ensure that we ware providing the service that is expected by them.
AZTech IT has grown from strength-to-strength since 2006 and was recently recognised in Britain Best 50 Managed IT companies. We pride ourselves in having a team ethos and employee-centric environment.
The ideal candidate will have a minimum of two years experience from the background of an IT Managed Service Provider managing the ticket queue, a motivated, natural problem solver with the capacity to work in a fast-paced environment, will be our ideal candidate.
It is essential to have a passion for technology and provide outstanding customerservice.
Key responsibilities:
* Manage service desk tickets in accordance with client SLA’s.
* Distribute, Escalate and progress tickets where necessary through the ticketing system.
* To be a contact point for clients and handle ticket problems or issues.
* Schedule resources for on-site support visits required.
* Manage & provide basic KPI’s for service desk to directors on monthly basis.
* Order processing for products/software required for client jobs/projects
* Produce relevant or required process documents to improve the overall service of the support desk function.
* Ensuring that regular one-to-one’s take place with team members
Skills / Attributes Required –
* 2 years experience in a similar role – must be experienced in an MSP setting.
* Previous experience of managing a ticket queue using a ticketing system (ConnectWise, ServiceNow, Remedy)
* Strong organisation, and customer service skills.
* Good at mentoring junior members of a team and understanding the development needs.
* Able to document technical solutions in IT Glue.
* Interpersonal skills: telephony skills, communication skills, active listening and customer-care.
* Self-motivated with the ability to work in a fast-moving environment.
Good Technical knowledge in –
* Microsoft Azure , Microsoft 365, Microsoft Modern Desktop
* Windows Server / Exchange Server
* VMWare & Hyper-V
* Active Directory
* Backup and D/R Solutions, Veeam, Datto, Zerto, Acronis
Qualifications / Certifications (Achieved or working towards) –
* ITIL or ILM
Package Details
* Annual Salary depending on experience and accreditations
* 24 Days Holiday Increasing with long-service
* The hours of work are 37.5 per week. Applicants must be flexible to work additional hours to fulfil the requirements of the job role.
* Based in the Milton Keynes Office
Benefits
* Excellent training / development opportunities.
* Perkbox – Hundreds of different perks delivered to your mailbox weekly.
* Paid for Company nights out.
* Health Insurance and discounted gym membership
* Paid Technical Training Subscription and Exam Bonuses

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