Onsite Support Team Leader 273869

Little Fish (UK) Ltd.; Stevenage; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is on the lookout for an experienced Onsite Support Team Leader to join their dynamic team in Stevenage. In this role, you will provide effective technical support while managing a team of Onsite Support Engineers. Your responsibilities will include resolving technical issues, managing customer queries, and overseeing technical projects. This is a fantastic opportunity to work in a collaborative environment where your contributions will drive the success of the team and enhance customer satisfaction. If you're passionate about technology and leadership, this role is perfect for you!

Benefits

Training Programme

Referral Bonus

LinkedIn Learning Access

Healthcare Cash Plan

Casual Dress Policy

Company Pension Scheme

Company Social Events

25 Days Annual Leave

Purchase and Sale of Annual Leave

Qualifications

• Experience in coaching and mentoring onsite teams.
• Strong IT-related problem-solving skills required.

Responsibilities

• Provide onsite technical support and manage a team of engineers.
• Deliver 1st and 2nd line support for various technical issues.

Skills

People Management

IT Problem-Solving

Communication Skills

Customer Service

Accountability

Process Improvement

Tools

Office 365

Active Directory

SCCM

Windows 10

Apple OSX and iOS

Job description

Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high-performing people who enjoy and thrive on thinking outside the box.

Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and skills as we see Littlefish grow.

So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people - we would love to hear from you.

The Role and What You’ll Be Getting Up to on a Day-to-Day Basis:

We are seeking an experienced Onsite Support Team Leader to join our dynamic team based in Stevenage. This role involves providing effective onsite technical support and managing a team of Onsite Support Engineers.

You will:

• Provide Tactical Advice, Coaching, and Guidance: Offer operational delivery support to Onsite Support Engineers, ensuring they have the resources and knowledge needed to succeed.
• Deliver 1st and 2nd Line Onsite and Remote Technical Support: Resolve desktop, laptop, printer, and application issues, as well as basic network/server troubleshooting and administration.
• Manage Technical Queries: Communicate effectively with customers and manage technical queries in line with Littlefish standards and customer-specific SLAs.
• Complete Technical Projects: Handle specific technical projects as designated by the Service Management Team, including deployments, installs, moves, adds, and changes.
• Ensure Effective Resource Management: Influence and identify required resources within Operations, forecasting ahead in a timely manner.
• Customer Centricity: Champion a customer-first approach, ensuring that all interactions are handled with empathy, professionalism, and a focus on delivering outstanding customer experiences.
• Relationship Building: Develop and maintain strong relationships with key customer stakeholders, understanding their needs and ensuring their satisfaction with our services.
• Set and Manage SMART Objectives: Provide line management to direct reports, including personal and career development, and set and manage SMART objectives.
• Maintain Qualifications and Skill Sets: Ensure continuous training and development to keep personal qualifications and skill sets up to date.
• Customer Focus: Proven track record of delivering exceptional customer service and building strong customer relationships.
• Accountability: Foster a culture of accountability within the team, ensuring that each member takes ownership of their tasks and responsibilities.
• Sense of Urgency: Instil a sense of urgency in the team, prioritising tasks effectively to meet customer needs and resolve issues promptly.
• Process Improvement: Identify opportunities for process improvements and implement best practices to enhance the efficiency and effectiveness of the support team.
• Collaboration: Work closely with other departments, such as Sysadmin Team and Service Delivery Manager, to ensure a cohesive approach to customer support and service delivery.

The ideal candidate will have:

• Demonstrable people management skills, with experience in coaching and mentoring onsite teams.
• Strong IT-related problem-solving skills.
• Working knowledge of IT infrastructure support, including desktop/laptop/printer hardware, Office 365, Exchange, Windows 10, Active Directory, Apple OSX and iOS, and deployment technologies (SCCM/WSUS/MDT).
• Excellent face-to-face and telephone communication skills.
• Ability to supervise team members and manage customer expectations effectively.
• Proficient fault finder and problem solver.
• Apple experience would be advantageous.

What can we offer you?

• Through our one of a kind training programme, the Littlefish Academy, you can increase your earnings by £4,500.
• Referral bonus scheme of £1000 when you successfully refer a friend.
• Access to our LinkedIn Learning platform, with over 16,000 expert-led online tutorials to enhance and achieve your personal and professional goals.
• Healthcare cash plan, giving you access to online GP appointments, 24/7 access to qualified counsellors, and cash back against a range of general healthcare.
• Casual dress policy.
• Company Pension Scheme.
• Company social events.
• 25 days annual leave plus public/bank holidays.
• Purchase and sale of annual leave scheme.

Life at Littlefish:

Our company values shape who we are as a business, what we stand for, and how we work. Hiring people with our values at heart is very important as we see Littlefish grow.

I am High Performing: I like to raise the bar; we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.

I am Passionate: We build team success and celebrate them together; I am enthusiastic and energetic, I care about the people I work with, and we support one another.

I Have a Can-Do Attitude: I am not afraid to step outside my comfort zone; we are not afraid to challenge the status quo, we get stuff done!

So, if you feel like you can make a tangible difference, apply today, and join us on this journey.

Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone, irrespective of who they are or their background, can feel equal and supported.

We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly.

Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has a ‘prefer not to say’ option.