2nd Line Support Team Leader

Home Group
NE12 8ET, Newcastle Upon Tyne
£30,000 -£ 39,999
22 Apr 2021
22 May 2021
Full Time
Organisation Type
Housing association / RP

IS 2’nd Line Support Team Leader

Permanent, Full Time (37.5 hpw)

Salary circa £35,000 negotiable based on skills and experiece

Supporting the business through technology and innovation. That?s when it hits home

As an IS team we are setting out to be more digitally focussed, using the latest technologies, whilst ensuring that our customers are at the heart of everything we do. Our strategy is set, our direction is clear. What comes next is to apply our skills and experience through brilliant team work to innovate, design, and implement systems that deliver real business value.

In this great opportunity to join us here at Home Group, you?ll lead our awesome 2nd line Support Team! You?ll manage a team of second line support colleagues, as well as making sure that Home Group?s technical delivery to colleagues meets agreed service levels!

Here at HG our 2nd line team look after a huge range of tasks and actions on behalf of the business and the wider IS team. We are the first port of call where our 1st line colleagues need additional insights and support. We?re responsible for things like managing a new office opening, configuring new phone or computers, as well as resolving tickets about network or software issues. From time to time there are things we simply can?t fix remotely. This means that the team also visit our offices across the country when needed.

That?s not all that your team manage, they also troubleshoot a wide range of applications such as SCCM, Microsoft Azure, Office 365, Skype for Business, SharePoint, Exchange and a whole lot more! They also get involved in a lot of networking, configuring routers and switches at our sites and remotely troubleshooting any issues our colleagues may have, using various cisco commands to do so.

You?ll report to Lisa our IS Service Desk Manager, and you?ll help her design, implement, and manage our Incident Management and IS request fulfilment processes based on ITIL best practice. You?ll be responsible for remote site activities and may even visit them on occasion, especially as you?ll also be involved in coordinating the opening, closing and modifications of offices and work closely with our facilities team on these activities.

You?ll be overseeing the resolution of incidents and the fulfilment of service requests and assisting with the handling of major incidents and identifying their root causes. You?re responsible for the proactive and reactive identification, analysis, and resolution of technical and application problems, whilst ensuring that all 2nd line support activities are satisfactorily performed within agreed timescales and by agreed policies and procedures.

You?ll evaluate and suggest improvements to 2nd line support activities, so we achieve improved service at reduced costs. You?ll manage that while keeping stability, ensuring the teams gets its necessary training, awareness, and experience levels they need to deliver a 1^st class service. This role has a wide scope of responsibility and lots of opportunity to get involved with projects as well.

Some aspects of the role can be completed remotely but there is also times this role works best with the team in the Head office and from time-to-time opportunities to visit some of our other locations.

 About you

You?re experienced in leading and managing a team of IS professionals, providing on-going staff development and support. It would be awesome if you gained that experience in a 2^nd line technical and application support team within a larger organisation.

You have experience of delivering remote site activities, end user computing and stock management, as well as coordinating the opening, closing and modifications of offices.

 You?re confident managing incidents and problems within in a large complex multi-site technical infrastructure and bespoke enterprise level business line applications. You?ve worked in an ITIL Environment and using its best practice. Ideally you hold an ITIL V3 foundation certificate and ideally ITIL V3 Service Operation and CSI certificates but they aren?t deal breakers.

In return, we will offer you a fantastic learning & development journey as a manager, which combines a variety of workshops along with a competitive salary and benefits package.

Want to know more?

If you?re not reading this advert on our careers pages, press the APPLY NOW button to access lots of useful stuff! You can download the IS 2nd Line Support Team Leader Job description and find out more about Home Group. We?ve also got some short films that show you what it?s like to work here, and we know you?ll want to find out more about our award winning benefits and rewards package!

To apply

Don?t delay applying for this brilliant job, as we may close it early if we get lots of applications! Just upload your CV and if you have one, your covering letter (this will help us learn more about you!). If you need them, we?ve also got some great templates to help you.

You?re unique!

Home Group play a big part in tackling prejudice and discrimination, not just for our customers, but colleagues too! You can be yourself here, because we value everything that makes you unique. So whatever your age, race, sexuality, disability, religion, or gender identity, we recognise and celebrate our differences. Together we make Home Group a great place to work!