Cloud It Support Team Leader

If you want to lead, coach and mentor a team of bright engineers who work with cutting edge cloud and security applications like Microsoft Modern Desktop and Azure, supporting professional services in London and beyond, we want to hear from you!

ABOUT YOU:
You are a pro-active leader and take pride in the quality of your team's work. IT is your calling, you're bright and know you have lots to offer in an inspiring company. You're a geek at heart and love to play around with the latest technologies. You get a buzz from solving problems in a busy environment and you understand the importance of excellent client service. You believe the world can be a better place with the effective use of IT and cloud technology.

THE ROLE:
This is an exciting opening in our Cloud Support team with the opportunity for real progression! This is a key role within our company, working closely with our Service Desk Manager to lead, coach and train our team of bright, eager IT champions, who provide remote technical support to clients from various industries. Responsible for the day-to-day continuity of the Cloud Support Team, you will take charge of the training and development of our 1st line engineers. This role requires you to lead from the front, taking ownership of high-profile and VIP tickets to ensure the best customer experience.

Key Responsibilities:
- Monitoring the team's performance to achieve SLA
- Manage the call queue and staff workload to ensure calls are answered within agreed metrics.
- Act as an escalation point and provide guidance and coaching to junior staff
- Identify key issues and risks and promptly escalate to senior management
- Performance reviews, absence management

ESSENTIAL SKILLS/EXPERIENCE:
- A solid academic background in IT/computer-related, Physics, Maths or Engineering discipline, possibly with Business
- Experience of leading teams within a busy Service Desk environment
- Solid incident management experience, working to ITIL standards
- Office 365, Exchange Online, OneDrive
- Azure Virtual Machines
- Microsoft Windows Server
- AD, DNS and DHCP
- Networking including LAN, WAN and firewalls
- Citrix, AVD/RDS
- Great interpersonal skills and excellent telephone manner
- Approachable with the enthusiasm to upskill and mentor junior team members
- Methodical approach to problem solving
- Ability to work to strict SLAs and deliver against the KPIs
- Ability to prioritise workload, work under pressure and respond to tight deadlines
- A client centric attitude

OTHER SKILLS/EXPERIENCE:
- Team leader experience, ideally in an MSP
- Professional Qualifications:
- Microsoft Certifications
- ITIL Foundation
- CompTIA A+
- MFA, Conditional Access
- Intune
- Mimecast
- VMWare or Hyper-V hosted VMs

BENEFITS:
- Competitive starting salary
- L&D opportunities
- Access to LinkedIn Learning
- Regular career progression reviews
- 21 days holiday, public holidays, and birthday off
- Private healthcare after probation
- 40% off gym membership
- Great pension scheme
- Eyecare vouchers
- A friendly, inclusive, work environment
- Regular social events (minigolf and darts, pool, and more!)

All applicants must currently have the permanent right to work in the UK; visa applications cannot be considered.