Lead Tech Support
The main purpose of the role is to work flexibly within the Technical Support Team or Solutions Delivery Team, contributing to an efficient and effective ICT Service, ensuring a quality end to end ICT Service to the organisation.
To provide a high level of technical support (relevant to role level) across the organisation, both to internal customers and to external customers. To continually innovate in order to ensure the department is offering the best level of service in terms of services and equipment.
This includes working on the network, hardware and software in support of the delivery of all agreed ICT services.
To provide a Level 4 technical support capability, to carry out appropriate customer problem solving activities, including invoking external support as necessary.
To work, as directed by the Team Leader, to deliver an effective, high quality service to the organisation and all its customers. Research customer issues in a timely manner and follow up directly on recommendations and action plans.
To manage and work with suppliers/partners to deliver an effective & efficient seamless service provision, as required by the level of the role.
To provide any required documentation to the prescribed standard for the service teams and ensure any change in procedure and/or documentation is available to relevant parties at the earliest opportunity.
To help to create new knowledge base articles to share information for reuse throughout the team and customer base (where necessary).
To diagnose faults within technical systems and take appropriate action, escalate (as per appropriate level) ensuring proper recording, investigation and identification.
To maintain/enhance working knowledge of emerging technology and industry best practice, gaining knowledge and expertise through hand-on experience, self-study, and other agreed learning environments.
To technically support the operation and control of the ICT infrastructure required to deliver and support IT services and products to meet the needs of the force (as per skill level requires).
To be familiar with and support the aims and objectives of the team, department, contributing to the overall vison of the directorate and organisation.
To take individual responsibility for fully understanding, and acting upon, situations that require the pursuit of purpose over process.
To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
To lead a team, managing their welfare and development and ensuring high levels of motivation.
To monitor and manage the performance of the team, identify and address issues and improve team/individual performance, ensuring adherence to professional standards.
To assess individual capabilities and development needs and agree appropriate development plans to enable high performance and potential progression.
To co-ordinate the work of the team, directing activities, monitoring progress and managing competing demands and priorities to ensure the best use of available resources.
To supervise and monitor the handling of information and record keeping, ensuring alignment with legislation, policies and guidance.
To monitor and report on team expenditure to ensure the efficient use of available budgets and maximise value for money.
To evaluate the effectiveness of existing processes and practices within own area of work in order to identify and implement opportunities for change and innovation and enable continuous improvement.
ICT (Level 5) professional qualification or equivalent ICT qualification.
Professional Management qualification (Level 5), or equivalent.
ITIL certification in IT Service Management, or similar.
Significant knowledge of relevant IT technologies and applications their use and application.
Substantial knowledge, acquired through hands-on experience, in a specialist technical support environment for both hardware and software.
Vast experience working within physical and virtual teams, helping to manage workloads.
Substantial experience in problem solving, solutions development and system management.
Significant experience of supporting a diverse user base on both hardware and software related issues.
Complex issue triage, problem investigation and coordination to closure including major incidents.
Significant experience of Microsoft Products, Network, VMware, Storage and Back-up, Storage and various OS environments.
Ability to drive complex application recoveries in a high pressured area.
A positive "can do" attitude and flexibility in taking on a broad range of IT responsibilities and tasks at short notice.
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