Job Title

3rd Line Team LeaderAs a 3rd Line Team Leader, you will be responsible for assisting the Head of Service Desk in overall operations of the Managed Service Team. This will include management of your own team and working towards a select set of objectives including SLA’s, XLA’s and overall team performance with other team leaders to improve our customer experience. You will also be dealing with escalation’s, complaints and improving process and procedures within the team.Job Role ResponsibilitiesUser Support and advice: 20%Fully understand the service Bechtle has been engaged to deliver in line with contractual arrangementsDevelop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issuesEstablish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusionMeet personal and Team productivity and quality targets in line with Support ServicesAid the Head of Service Desk to coordinate the 3rd Line, Service Desk, Monitoring and Backup, Field operational teamsEnsure that all tickets are prioritised and assigned appropriately and in accordance with XLA’s and client SLA’sPersonal and Team Development: 55%Act as a role model for delivering results for enthusiasm and enjoyment of your work for teamwork, for coaching and mentoring of colleagues and team members and for professional standards of behaviourTrain and coach members of the Service Desk (1st Line & 2nd Line) & Field to ensure that their knowledge grows with the roleResponsible for Quarterly reviews within the 3rd line teamDeputise as Head of Service Desk where requiredWork closely with all teams within Managed Service to ensure a high level of communication is maintained both internally and externallyComply with Bechtle’s standard working practices: 20%Comply with all company, department and client policies and procedures to include attending team meetings and completion of administrative tasksAssist the Head of Service Desk with maintaining departmental standards and professionalismPromote and ensure the department adheres to Bechtle ITIL processes and proceduresResearch and Development: 5%Provide feedback on ways to further improve the operation of the division and ensure that continual service improvement objectives are metJob Requirements:Experience working for an MSPAdvanced knowledge within the following pillars: Networking, Server, Storage, Hardware, Security, Cloud, Modern WorkplaceCertifications highly desired: VCP, MS102, AZ104, AZ305, CCNA, CCNP-ENT, JNCIS-ENT, VMCWhat we offer:Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)£45,000 - £55,000 Depending on ExperienceLocation – close to the M4 with a modern, up to date living space and ample parking.Subsidised health care/medical benefitsAnnual Leave – 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spentExperience:Coaching/mentoring, motivational skills and performance managementFlexibility to cope with an ever-changing workload and availability of resourcesGood understanding and technical capabilityReports to: Head of Service Desk