Technical Support Team Leader
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| Job Type | Permanent |
| Area | Maidstone, United Kingdom |
| Sector | ITCustomer Service |
| Start Date | |
| Job Ref | LH10011 |
- Description
Salary: up to £35,000
Fantastic opportunity to work for our client who are suppliers of clinical systems and solutions to the NHS. This team provide support for the configuration and use of a major system to record clinical data.
The Support Team Leader will be responsible for technically supporting the products, as well as line management of the support team. Within the support function there are 2 teams who support different product areas as such, both area leaders are expected to work closely to ensure we operate to a set of standard processes and apply a consistent approach to supporting our customer base.
The post holder must have knowledge / experience of:
· Working as a service desk Manager/Team Leader
· Microsoft SQL Server, including writing SQL database queries
· Technical operations and technical troubleshooting
· Writing technical documentation and knowledge-based articles
· MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)
It is desirable for the post-holder to have knowledge / experience of:
· Advanced Microsoft SQL server including stored procedure, schemas and functions working within a software development company
· HL7 Interface messaging
· Agile software development
· JIRA and Confluence
· Software testing
· iOS
· Cloud-based solutions such as Microsoft Azure
· ITIL 3.0 Foundation
The post-holder will be in direct contact with customers on a regular basis and will be responsible for leading the team in terms of the prioritisation of issues ensuring customers’ needs are met from a support and SLA perspective. They will be expected to work to tight timescales and accurately update customers as to the status of their issues maintaining attention to detail. The remit of this role will include working across teams consisting of developers, product managers, technical support and software engineers.
Duties and Responsibilities:
· Line Management of the team, including completion of appraisals and personal development plans to optimise skills and knowledge
· Manage the support of customer issues using the company ITSM tool, JIRA
· Investigate incidents related to the products which will require the use of Microsoft SQL skills to obtain resolution
· Use initiative to process and prioritise faults according to incident type and in line with SLA
· Support the allocation of staff to activities based on knowledge, skill set and staff availability
· Escalate any issues in advance of an SLA breach whilst retaining ownership
· Author knowledge-based articles for both internal staff and customers
· When required, perform and oversee deployments and upgrades and ensure technical documentation is up to date
· Provide Month End SLA Reporting in addition to any other incident management related reporting as required to effectively manage the issues and the team
· Ensure ITIL process is followed for all incidents
· As appropriate, participate in providing out of hours on call support
· Attend meetings as required, these may be in other offices from time to time
Job Title: Support Team Leader
Location: Maidstone, Kent
Salary: up to £35,000
Job Type: Permanent
Job Reference: LH10011
Wilde Associates is working in the capacity of an Employment Agency for this role
