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Support Team Leader - Edinburgh

IT roles
Ref: 18 Date Posted: Monday 13 Aug 2018
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* IT Support Team Leader - Edinburgh*


The Support Shift Team Leader leads the support teams in Edinburgh and the North East to ensure the smooth operation of front line IT support to our diverse range of customers via telephone, email and remote support applications.  This is a hands on role and has responsibility for ensuring that customer service requests and incidents are managed and solutions are implemented where appropriate to deliver a first class service to our customers.


Key Responsibilities:


  • Controlling scheduling and workload through management of the team’s ticketing queue


  • Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team


  • Co-ordinating, scheduling and managing the resourcing of the team, including ensuring relevant shift, holiday, sickness or another other absence cover is arranged


  • Managing customer service requests and incidents to deliver a first class service to our customers


  • Implementing fixes and solutions where appropriate either via discussing directly with the customer, via email or remote control


  • Assisting other teams with troubleshooting and ticket management


  • Escalating calls to Technical Resolution groups in a timely manner


  • Protecting and promoting the Company’s image by approaching all service issues in a positive and effective manner, responding immediately to fault calls and service requests


  • Achieving and maintaining certifications as required


  • Network and server monitoring through automated Network Management Alerts and escalation to relevant support and Telco suppliers


  • Daily administration of customer and internal networks as part of managed service provision


Skills & Experience


  • Previous Team Leader experience in a similar role
  • Previous experience of working within an IT service provider environment would be desirable
  • Good basic technical understanding of various aspects of IT
  • Basic understanding of ISO / BSI and ITIL frameworks
  • Basic understanding of working with Service Level Agreements


Additional info:

  • Working hours are Monday to Friday covering 7am to 7pm (7.5 hours shifts within the day) – but requires ensuring the successful delivery of a 24/7 service.


  • This role requires occasional customer and Pulsant site visits – in particular to the offices in the North East and Edinburgh.