Technical Team Leader - Networks

Technical Team Leader (Networks) sought by a worldwide IT services provider based in Birmingham. Their services and solutions allow businesses to become more innovative and efficient by utilising the latest technologies.

The Role:

In this partly hands-on role, reporting to the Technical Services Manager you’ll provide day-to-day supervision of the UK Network delivery team and hands on technical resolution of incidents and services requests to ensure quality, productivity, and availability objectives are met. Your responsibilities will include:

• Ensure operational delivery tasks are managed to customer service level agreements (SLAs) and constantly seek ways to improve
• Ensure incident and serviced request queues are acted on in line with SLAs
• Monitor technical & quality standards adherence including client specific change control procedures
• Progress issues / problems identified to ensure resolution is timely and that ‘On Line’ service start times aren’t adversely impacted – ensure that out of line operational issues are escalated in accordance with appropriate escalation procedures
• Provide contact point with the appropriate Client Services Manager to ensure personal notification when issues, problems require “recovery” action. etc.
• Report on aspects of Operations and Support for clients and internal management purposes
• Guide team members through difficult systems incidents: provide input, support, experience
• Demonstrate the right behaviours in accordance with culture and values
• Resource planning to meet service commitments
• Coordinate team: Manage training plans/objectives; Scheduling; Holiday; Sickness; Coaching
• Report activities on a monthly basis against all business targets/objectives/service levels
• Monitor team performance and identify and implement areas for action
• Build and maintain a co-operative and supportive team environment
• Ensure effective implementation of Company and Business Line policies and procedures
• Ensure awareness of Employment, Security & Data protection legislation; enforce adherence
• Develop documented “Best Practice” procedures and policy within the team
• Encourage structured and methodical fault identification and isolation techniques
• Advocate standardisation and automation
• Recognise broken process and identify solutions
• Identify improvement opportunities/innovation and allocate resources to implement change
• Manage emergency events affecting the service
• Hold team and individual meetings; represent team at management & customer meetings
• Articulate business service line in writing and verbally, in formal and informal settings
• Understand service cost drivers and optimise resources to streamline cost base

The successful Networks Technical Team Leader should have:

• Ability to work with Network infrastructure is essential (4 years minimum)
• At least 3 years in depth knowledge and problem solving experience of CISCO products
• Very Strong Layer 2 & 3 Networking Skills
• Strong skills in either Cisco Data Center (Nexus, UCS, and /or Virtualization), Cisco Security and/ or Cisco Unified Communications (Call Manager, Unity, IPCC Express, etc.)
• Commercial knowledge – resource requirements, estimating and contractual awareness.
• Demonstrable experience managing service delivery in full scope of networks infrastructure.
• Able to produce high quality documentation
• A focussed, results-oriented, flexible individual with a “can-do” attitude and creative flair
• Able to perform under pressure and tight timelines
• Able to prioritise and deal with many tasks concurrently, and produce high levels of output

In return for your hard work you’ll receive the following benefits:

• Circa £50,000 salary depending on experience
• Flexible hours optional
• 6% bonus based on personal and company performance
• BUPA Health
• Travel Insurance
• Child care Vouchers
• 6% Pension contribution

Technical Team Leader – Networks

Solihull, Birmingham, West Midlands

Circa £50,000 depending on experience + bonus + benefits