3rd Line Technical Services Lead – Cambridgeshire

3rd Line Technical Services Lead – Cambridgeshire
Location:- Cambridgeshire – Hybrid working 3 days office, 2 Home
Salary:- £40k + Bens
Environment:- Man Management, Managed Services, Cloud, Infrastructure, Azure, Virtualisation, ITIL, SLA’s, Performance Management, Escalation, Monitoring Tools, Customer Relations, Vendor Relations.

An experienced Man Manager/Team Leader of 2nd/3rd line Cloud and IT Engineers is required by this prestigious provider of Managed Services.
The role is taking lead of engineers, dealing with escalations and performance issues as well as being the point of contact for escalations with customers and vendors.
You do not need to be as technical as a 3rd line engineer but it would be necessary to have a strong understanding of management of an IT/Cloud Engineering team.

Day to Day duties:-

Line management of the technical team in 3rd line
Ensure the shift Rota is up to date.
Manage communication with outsource partners
Reporting on ticket quality and team performance
Acting as an escalation point for customer escalations
Assist with the creation and management of customer documentation
Facilitate team training and development
Liaise with the service desk to improve escalation routes
Continually improve and develop the team
Promote the Company Ethos and Vision

Experiences Required:-
Experience of leading strong technical teams
Experience of MSP Environments
Monitoring Tools (NOC)
Good communication skills
General technical skills to a reasonable level – 2nd / 3rd line
ITIL Experience

If this role sounds of interest, please apply now for immediate discussion.


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