Customer Technical Lead

Our client is a UK-based IT services and consulting firm specializing in secure networks and managed IT solutions for high-performance environments.

They are currently seeking a Customer Technical Lead to join their dynamic team. This role offers the opportunity to make a real difference by supporting critical operations across the UK. The company is committed to environmental, social and corporate governance, recognising its importance in building a sustainable business. They offer flexible working arrangements, with most staff working remotely and systems in place to support employees regardless of their location.

• Opportunity to support critical operations across the UK
• Commitment to environmental, social and corporate governance
• Flexible remote working arrangements

What you'll do:

As a Customer Technical Lead, your role will be hands-on, responsible for resolving incidents as well as managing daily activities of customers. You will become an integral part of the Service Desk and support operations, providing excellent technical support within a 24/7 operations team. Your responsibilities will include overseeing service desk tickets' lifecycle, identifying incident trends, acting as a technical escalation point, defining performance objectives, leading the IT Service Desk team members, ensuring timely technical support, organising team members for site visits, and working with third parties.

• Oversee and review the lifecycle of service desk tickets ensuring efficient handling from inception to resolution
• Identify incident trends to resolve root cause problems and implement process improvements
• Act as a technical escalation point for service desk engineers
• Define and track performance and training objectives, aiding with performance assessments
• Lead the IT Service Desk team members to follow standard operating procedures
• Ensure timely and accurate technical support to end-users via various channels
• Organise IT Service Desk team members for both scheduled and ad-hoc site visits
• Work with third parties to ensure remote desktop support meets company standards

What you bring:

The ideal candidate for the Customer Technical Lead role will have significant experience in a senior service desk engineer or team leader role. You will have proven experience managing SLA’s & KPI’s and maintaining high CSAT scores. Your excellent verbal and written communication skills will be essential in this role. You will bring proven experience working within the ITIL framework along with proficiency in Microsoft 365 (Windows 10, Office 365 & EM + S), Windows Server 2016 /2019/2022, and Microsoft Azure (AD & MFA – deployment and support). Your hands-on experience supporting Operational activities & troubleshooting in all area of Windows/VMWare, Storage and Backup infrastructure will be highly valued. A good understanding of networking including experience working with IPv4 and IPv6 is also required.

• Experience as a senior service desk engineer or team leader role
• Experience managing SLA’s & KPI’s
• Experience maintaining high CSAT score
• Proficiency in Microsoft 365 (Windows 10, Office 365 & EM + S), Windows Server 2016 /2019/2022, Microsoft Azure (AD & MFA – deployment and support)
• Hands-on experience supporting Operational activities & troubleshooting in all area of Windows/VMWare, Storage and Backup infrastructure
• Good understanding of networking including experience working with IPv4 and IPv6

What sets this company apart:

Our client is a leading provider of critical technology solutions with a strong commitment to environmental, social and corporate governance. They have delivered projects for almost every police force and law enforcement agency in the UK, providing secure resilient networks and managed IT solutions. The majority of their staff work remotely with occasional office days, and they have systems in place to support employees to achieve their best work no matter their location. They offer a BYOD policy with an allowance of up to £2000 per employee, refreshed every 3 years, company offsites – at least two all-expenses paid trips with an overnight stay, personal development training budget of £500 per year, and an employee referral scheme – up to £2,500 for finding a new recruit that passes probation.

What's next:

Ready to take your career to the next level? Apply now!

Apply Today by clicking on the link!

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.