Technical Support Team Leader - Permanent - West Essex

Technical Support Team Leader - Permanent - West Essex SUMMARY This role has been established by the board to provide dedicated support to our customers across all telecommunications and IT requirements. The position also involves the management of two junior IT Engineers, ensuring they receive appropriate guidance and leadership while assisting clients. Additionally, the team leader will be responsible for overseeing the management of support tickets, ensuring they are resolved within agreed service level agreements (SLAs) alongside supporting customer installations in the area. ROLES andamp; RESPONSIBILITIES The expectations, roles, and responsibilities for the Technical Support Team Leader position are as follows: Lead and oversee the technical team to ensure that all technical Key Performance Indicators (KPIs) and project objectives are consistently achieved. Maintain steady and reliable Service Level Agreements (SLAs) for all first, second, and third line support tickets, ensuring timely and efficient resolution of technical issues. Provide comprehensive support to customers, addressing requirements across laptops, Servers, Microsoft Office 365, hosted telephone systems, mobile devices, broadband, and cybersecurity. Strive to ensure client satisfaction surveys consistently achieve a minimum rating of four out of five stars, demonstrating a commitment to high-quality service. Maintain accurate and consistent ticket management using Atera RMM, ensuring that all support ..... full job details .....