Our client is a growing and highly successful MSP listed on the London Stock Exchange, this is a new created Technical Team Leader - Operations role created to support and administer the physical IT Infrastructure to enable Company and its group companies to achieve their business objectives.
The main activities of the role are to ensure that:- The physical infrastructure is maintained, operated and supported to an appropriate standard. The team are managed, trained and developed to deliver the necessary IT services. All operational issues that arise within the team's responsibilities are responded to and resolved within the service promise timescales
Responsibilities include Strategic: Playing an active role in the management and direction of the Operations Team. In liaison with the Technical Manager to develop and implement an annual work plan for the Operations Team in Bournemouth. To develop new methods of working and operating to improve the effectiveness of the Operations Team and the infrastructure they support.
Staff Management: Building and maintaining a dynamic and enthusiastic team capable of delivering the agreed services to the company. Ensure that all staff within the team are recruited, trained, managed and developed in accordance with statutory and company procedures. Ensure staff within the team meets personal objectives in terms of technical and career development.
Ensure good communications and inter-working between the team, service desk, ITIL team and other areas of the business. Ensure that the team performs its support duties within Service Level Agreement's. Act as an escalation point for faults, complaints or incidents.
Infrastructure Administration and Support: To ensure that the infrastructure is correctly procured, installed, maintained and supported. Maintain an infrastructure support function that will administer and support the: - Service Desk escalations Server hardware WAN / LAN infrastructure o Data storage Datacentres and Communications rooms Systems backup processes Telephony systems A comprehensive list of hardware is maintained, and support levels are agreed in line with business need.
Administration support functions of Infrastructure: Ensure all infrastructure components are administered and maintained in accordance with the supplier's instructions and the departmental standards. Identify to the Technical Manager any issues that are known in advance that could affect the service delivery to the business and identify steps that could be taken to resolve them or minimise the impact. Ensure effective change control is implemented for all installations, decommissions, updates and changes. Accessing and documenting any risks and impacts to the business. Liaise with the Service Desk to resolve support calls. Respond to any emergency situations that arise to ensure the service is restored as quickly as possible
A practical understanding of Active Directory, Networking & TCP/IP will be an essential part of the candidate's skill set, plus a good understanding of: Windows 2008/12 Server administration/configuration Experience in using VMWare/HyperV Experience of Citrix and/or Remote Desktop Services DNS/DDNS Linux Microsoft Clustering Microsoft Exchange 2003/07/10 ITIL Foundation Qualified (preferable) Citrix accredited (desirable) Microsoft Qualified (desirable) Non-Technical team management and team building skills. Good people management skills, experience (desirable)
Strong attention to detail. A strong team leader with outstanding people management and motivational skills Ability to work well under pressure An effective communicator at all levels. This includes both written and oral communication. Ability to adapt to change in complex and or deadline situations. Demonstrate a professional attitude and approach to all work-related tasks. Be organised, motivated and have an enthusiastic personality. Understand the need to cover all possible bases and go the extra mile for the customer. A willingness to travel, often at short notice, up and down the country. Ability to plan. The ability to think on your feet and to have the tenacity to fix unforeseen problems. A great team player.