Support Team Leader - Maternity Cover

We have an exciting opportunity for an experienced Support Team Leader to join our Technical Support team on a fixed term contract for up to 6 months, with a possibility of an extension up to 12 months. Based at our Ilkley office and reporting to the Support Manager, the Support Team Leader will play a crucial role in leading our Technical Support team to deliver high quality technical support to our customer base. This role requires strong leadership skills, technical expertise and a customer focused approach.

Key responsibilities of this role:

• Manage and support day to day duties of first and second line Support teams, ensuring a high level of accuracy is maintained whilst contributing to the delivery of customers' initial ticket responses within agreed internal SLAs.
• Ensure all process and policies are followed to achieve accurate triage of tickets and calls.
• Ensure the installation calendar is rota'd and managed.
• Report to line management on a regular basis to ensure issues are captured early.
• Identifying team training and team building opportunities to drive forward the growth of the Support function.

How we’ll support you:

• Full structured training will be provided.
• Regular 1‑1's with your line manager to review progress and provide support.
• Annual performance review.
• A friendly, welcoming and supportive culture.
• Development opportunities.

Working Environment

We offer hybrid working to promote a healthy work/life balance, working remotely and attending our Ilkley office three days per week. Therefore you will need to be within a reasonable commute of this office. Our Support team core hours are 8.00 am - 6.00 pm Monday to Friday. Shift patterns are 08:00 am - 4.30 pm or 9.30 am - 6.00 pm with an hour lunch break.

Skills required:

• Leadership skills with the ability to inspire and motivate team members.
• Excellent troubleshooting skills.
• Ability to work effectively at all levels.
• Excellent communication and interpersonal skills, with the ability to interact professionally with customers and team members at all levels.
• Good organisational skills and ability to multi‑task.
• Good knowledge of networking, security, VoIP and broadband technologies, preferred.
• Knowledge of web filtering technologies, preferred.

Salary and Benefits:

• Salary up to £35,000 pa, depending on experience.
• Up to 25 days holiday per year plus Bank Holidays.
• Christmas shopping day in December.
• Hybrid working.
• Company events.
• Company pension – 5% employer contribution.
• Referral programme.
• Contractual sick pay.
• Employee Assistance Programme.
• Contractual maternity and paternity pay.
• Health Cash Plan.
• Non‑work related training allowance.
• Volunteering day.
• Day off on your birthday.

Who we are:

Schools Broadband, a division of Talk Straight Ltd, is now the leading provider of web filtering, safeguarding and security software for schools and multi‑academy trusts. We place safeguarding and security at the heart of everything we do and as such have received several awards from the Internet Service Providers Association for providing the best security in the country. We now protect over 3200 organisations against advanced cyber‑attacks and keep nearly one million school children safe online with our unique cloud‑based platform. With steady year on year growth since our inception in 2007, we are a rapidly growing company with a talent pool of over 60 employees who we place at the centre of our success.

Equal Employment Opportunity:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.