Senior Technical Lead

The technical lead oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. The technical lead establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes.

Responsibilities

• Maintain high performing service support functions of the IT Service Desk, IT Support & Managed Services.
• Constantly assess customer feedback and make necessary improvements.
• This position is a stakeholder-facing role, requiring the establishment and management of expectations within the business and driving the IT team to achieve those expectations to a high standard.
• Owner of the Incident Management, Service Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• As owner of the escalation process, take ownership of major incidents ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes.
• Deliver excellent presentations and audio visual support.
• Ensure that training services are in place to educate staff on how to use remote management and collaboration technology effectively.
• Identify and analyse service issues, working on eliminating blockages and taking steps to correct deficiencies.

Technical

• Lead the Service Delivery team to continually improve the IT environment.
• Manage the IT infrastructure environment to ensure that laptops, PCs and other access devices are built and maintained to high standards of performance and security.
• Work with the Technical Design team to evolve standards for hardware, software and security in the desktop environment.

Operational

• Oversee the scheduling and placement of Engineers at supported customer locations.
• Arrange for the utilisation of customer purchased support banked days.
• Provide input to presales activities including advice to account managers, tender requirements and presentations.
• Frequently update the capacity matrix maintaining a firm grip on day to day resourcing requirements and an up to date view of resource utilisation vs billable hours.

Performance & Quality

• Has general oversight over employees involved in the delivery process and holds all service departments and employees accountable for carrying out the required processes and tasks.
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services.
• Provide regular and accurate management reporting on IT Service performance.
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment.
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
• Establish or refine service delivery processes to ensure that each customer gets the same experience from the onset of contact.
• Emphasis should be placed on the efficient delivery of hardware and software services and developing tiered pricing plans that let customers pay more for higher or more involved levels of service.
• Ensure delivery processes are efficient and cost effective to reduce costs and streamline the process without adversely affecting the client experience; the TL might eliminate paperwork, unnecessary service steps or non-value-added features.

Specifications

• Experience of working client side in an outsourced ICT environment and supplier management against SLAs, monitoring performance against service level agreements, participating in effective working relationships to deliver continuous improvement.
• Experience of managing the performance of information / information technology and telecommunications systems services.
• A passion for Service Improvement with a strong customer focus.
• ITIL v3 Qualified.
• Experience of managing 3rd parties and 3rd party delivered services.
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
• Excellent leadership and people management skills.
• Willingness to support and mentor junior staff.
• Able to work under pressure and meet deadlines.
• Excellent organisational skills.
• Able to manage sensitive and sometimes confidential information.
• Experience of application and release management and ICT change management.
• Significant knowledge of end user delivery and network support.
• Understanding of the legal issues relating to IS/IT e.g. Data Protection (demonstrate good knowledge of the GDPR framework), Computer Misuse Acts, copyright, intellectual property rights.
• Experience of managing in house teams to deliver high quality services and outcomes.
• Experience of building strong working relationships with a variety of stakeholders.
• Ability to manage technically diverse teams to deliver agreed outcomes.
• Experience in delivering strategic and tactical technology change.
• Good communication and negotiation skills.
• Positive can do attitude and flexibility of approach.