Technical Team Lead




Helpdesk / Support, IT


£28,000 to £35,000 Per Annum


High Wycombe

Contract Type:

Full time

Date Posted:

02/11/2021 16:45:00

As a Technical Team Lead you will be responsible for a small group of Technical Agents, who alongside our Support Agents, provide support for our converged customers with cloud-based IP telephony and mobile solutions. You will report into the Head of Support, to become part of our dynamic and highly focused overall support team.

Main Responsibilities

  • Create and manage development plans for your direct reports.
  • Coach, support, and mentor those individuals to assist them in performing to the best of their ability.
  • Implement our Incident Management procedures and own these alongside the team as an Incident Manager
  • Work with third party suppliers to build relationships, feedback training needs and improvements, and manage escalations where required
  • Upskill knowledge around Olive's multiple products and technology via online, buddying and classroom-based training.
  • Liaise with internal departments, vendors and suppliers where required.
  • Monitor team tickets against SLA performance, with any near breaching being expedited and progressed.
  • Assist in internal and external customer report generation.
  • Implement team quality checks and feedback
  • Work closely with the Head of Support on process improvements, customer feedback and satisfaction scores, and SLA reporting
  • Assist with ad hoc tasks relating to implementation projects, support projects or support administration.
  • Regularly update open tickets in our Service Management system with up to date and clear information.
  • Update customer specific documentation where required.
  • Day to day team holiday, rota and admin duties
  • Hold monthly 121's with direct reports
  • Ad-hoc duties as required.
  • Support out of hours as a duty manager as part of an on-call rota where required.

Requirements for the role:

    • Experience of managing a team in a service desk/customer service type environment.
    • At least two year's experience in a technical role and/or administrative role.
    • Experience in the support of VoIP infrastructure technologies and VoIP protocols.
    • Experience dealing with customers, over the phone or face to face.
    • Knowledge of IP Protocols / Networking including LAN / WAN / switches and routers. (desirable)
    • Knowledge of SIP (desirable)
    • Knowledge of Mitel's products including MiVoice Business, MiCollab, MiCC contact centre, IVR, ACD desirable or alternative vendor such as Avaya or Cisco Voice (desirable)
    • ITIL Foundation (desirable)

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.