IT 2nd Line Team Leader

At United Living, our mission is to be the partner and employer of choice for designing, building, maintaining, and connecting communities and critical infrastructure to create a more sustainable and inclusive society.

We provide services to the water, energy, telecoms and social housing sectors across the UK.

As an IT 2nd Line Team Leader, you will play a crucial role in maintaining the smooth operation of IT services within an organization. You would oversee the 2nd line support team, ensuring that technical issues are resolved promptly and efficiently, while also managing team performance and development.

Roles

Team Management

• Setting and monitoring team objectives and performance indicators.
• Contributing to regular team meetings to discuss progress, challenges, and updates.
• Providing coaching and mentoring to team members to enhance their skills and knowledge.
• Handling recruitment, training, and onboarding of new team members.

Technical Support

• Diagnosing and resolving technical issues escalated from the 1st line support team.
• Managing and prioritizing multiple incidents and service requests to ensure timely resolution.
• Collaborating with other teams and departments to address complex technical problems.
• Maintaining documentation and records related to support activities and resolutions.
• Implementing and improving processes for efficient incident and problem management.

Technical Support

• Ensuring timely resolution of escalated technical problems.
• Providing expert guidance and support to technicians in troubleshooting and resolving issues.
• Collaborating with other departments to address cross-functional technical challenges.
• Helping in the training of the 1st line team members

Process Improvement

• Identifying areas for improvement in support operations and implementing changes.
• Developing and maintaining documentation for support procedures and best practices.
• Ensuring compliance with company policies and industry standards.

Reporting and Analysis

• Generating and presenting performance reports to senior management.
• Analysing trends and patterns in technical issues to proactively address potential problems.

Customer Service

• Maintaining effective communication with customers regarding their technical issues.
• Ensuring customer concerns are addressed promptly and professionally.

Incident Management

• Overseeing the logging, tracking, and resolution of incidents.
• Ensuring incidents are resolved within agreed service levels.
• Conducting root cause analysis for major incidents.

Change Management

• Evaluating and approving change requests.
• Ensuring changes are implemented smoothly and without disruption to services.
• Communicating changes to relevant stakeholders.

Stakeholder Management

• Collaborating with other IT teams, departments, and external partners.
• Providing regular updates to stakeholders on support activities and initiatives.

Risk Management

• Assess potential risks related to IT support operations.
• Develop strategies to mitigate identified risks.

Experience: At least 5 years of experience in an IT service desk or technical support role, with a minimum of 2 years in a leadership position

Certifications: ITIL certification or equivalent is preferred

Technical Skills: Strong knowledge of IT service management tools, Microsoft Office Suite, and various operating systems and software applications. Familiarity with network and server management is a plus

Leadership Skills: Proven ability to lead and motivate a team, excellent problem-solving and decision-making skills

Communication Skills: Strong verbal and written communication skills, with the ability to effectively communicate with both technical and non-technical stakeholders

Customer Service: A demonstrated commitment to providing exceptional customer service and support

Organizational Skills: Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously