Senior It Technician / Helpdesk Team Lead

Company Description

Bigfoot Networks is a growing Managed IT Services provider in the North East, offering end-to-end managed service solutions with a focus on reliability, agility, and innovation. They provide quality solutions and services that allow businesses to make the best use of IT within their available budgets.

• They offer professionalism on a personal level, building trust with their customers by consistently meeting their expectations.
• They provide guidance and support no matter the size of the challenge presented.
• They source and assemble any needed equipment to ensure smooth operations.
• They value people who genuinely care and whose skills and deep knowledge add genuine value to their customers' businesses.

Role Description

This is a full-time Technical Team Lead role located in Newcastle upon Tyne. As an on-site IT Managed Services Technical Team Lead, you will be responsible for leading a team of technical professionals to provide exceptional customer service, manage projects, maintain client relationships and manage internal processes. You will oversee the technical support team s day-to-day activities, establish operational processes and service standards, and ensure the team is meeting the technical requirements of the business. This role is highly involved with customers, thus great communication skills, a passion for delivering customer excellence, and technical skills are key.

Qualifications

For this role, we prefer candidates with demonstrated experience of at least 5 years in IT managed services, with strong technical background. The ideal candidate should possess:

• Excellent customer relationship management and communication skills, with the ability to create a positive client experience.
• Strong leadership skills, with a proven ability to manage and support a team with high standards, using metrics to drive team performance.
• Experience with service level agreement (SLA) management, incident management, problem-solving, and technical escalation management.
• Strong technical background including proficiency with delivering and managing IT systems, network, security, and end-user computing device management.
• Knowledge & experience of cloud solutions including Azure and 365.
• An ability to prioritise and manage time effectively utilizing ITIL best practice methodology.
• Experience in project management and in delivering projects within budget and to deadlines.
• Preferably qualified to 2nd line minimum or equivalent industry certification such as I.TIL, Microsoft, or Cisco.

Benefits:

• Opportunities for professional development and career advancement.
• A supportive and collaborative work environment.
• 28 days holiday
• Paid holiday on your birthday
• Company pension scheme
• Funded social nights out
• Free Parking

How to Apply:

If you're passionate about providing top-notch IT support and want to make a difference for our managed services clients, we'd love to hear from you.

Bigfoot Networks is committed to diversity and inclusion and welcomes applications from all qualified individuals.

Join our team and play a pivotal role in enhancing the IT infrastructure of businesses across the UK with Bigfoot Networks. We look forward to your application!