Job description
Application Support Team Lead
Southampton, Hampshire
£40,000 - £50,000 + Bonus + Benefits
We are looking for an experienced Application Support Team Leader to join a growing digital team in a successful consultancy company in Southampton. This team build and deliver a wide range of cloud applications to a wide range of clients and this role will be a hands-on leadership, overseeing a small team of support engineers. The successful candidate will have a huge influence over the future of the team, development and deployment systems and tools to shape the future of the client services unit.
You will work closely with the product and services teams to ensure customer issues are being resolved efficiently and that practises and processes are in place. The ideal candidate will thrive in an environment that requires strong problem-solving skills, independent self-direction and a desire for team collaboration and open communication channels. They will also be expected to be innovative, disruptive and liaise closely with senior stakeholders across the business.
Key duties will include:
- Overseeing the day to day operations of the application support team (i.e. prioritisations, incidents, managing ticket queues, internal and external escalations)
- Taking ownership of key client issues and following through to resolution
- Responsibility of the roll out of new support processes and tools, delivering training and coaching to the team
- Actively managing your own and your team's training and development
- Recruiting and training new staff members
- Defining KPIs for success
- Implement adequate reporting to monitor products, clients and team status and performance
- Ensuring the delivery of consistent, high-quality solutions to clients within the required SLAs
To be suitable for this role, you will need the following skills / experience:
- Experience if a client-facing software / SaaS support role
- Deep understanding of support best practises (i.e. involvement in process design or process improvement, implementation of a ticketing tool etc)
- Strong technical and troubleshooting skills
- Proven ability to lead by example
- Familiarity of working with multiple business functions and how they interact (i.e. sales, development, delivery, HR)
- Drive to succeed and a desire to expand the scope of work
- Desire and capacity to work independently
- ITIL certified
- Strong SQL experience
- Knowledge of application and infrastructure security and monitoring
To apply, and for more information, please send your CV to SamanthaBarfoot@SpectrumIT.co.uk or call 02380 765 296
