Technical Support Engineering Team Lead
Our Future Health, United Kingdom
Job Description
We are hiring an experienced Technical Support Engineering Team Lead to join our team. You will be responsible for providing and managing the day-to-day technical support to our internal user base and leading a team. You will also be responsible for managing technical incidents and requests raised by participants taking part in the Our Future Health Programme. As the Technical Engineering Support Team Lead, you will also assist with leading a team of Service Desk and Technical Support Engineers, providing guidance, training, and support to ensure that they are delivering the highest quality service.
As Our Future Health scales, you will lead on relevant projects and activities, especially those that require support within the Service Desk or Technical Support function, managing resource and priority to ensure timely delivery. In addition, you will work closely with a new Service Delivery and Operations team to ensure a catalogue of products and services is maintained and published to the organisation through the ITSM suite, and that regular operational tasks are carried out to support our core compliance functions.
At Our Future Health, our mission is to transform the prevention, detection and treatment of conditions such as dementia, cancer, diabetes, heart disease and stroke. We’re looking for people to join us on our journey. If you’re looking for a new challenge where you can contribute to helping future generations live in good health for longer, then we’re keen to speak with you.
What you’ll be doing
- Leading and mentoring a team of Service Desk and Technical Support specialists, providing guidance, and support to ensure that they are delivering the highest quality service.
- Handling and assisting escalations from the service desk and tech support teams.
- Acting as a technical escalation point for internal and external requests and incidents.
- Managing the team's workload and delegating tasks effectively to ensure that all user issues are addressed promptly.
- Developing and maintaining a knowledge base of common issues and their solutions to improve the efficiency and effectiveness of the technical support team.
- Working with our Security teams to maintain cyber hygiene for our endpoint devices.
- Taking ownership of our existing MDM solutions (JAMF and Endpoint Manager) and regularly reviewing policies and profiles.
- Developing and maintaining strong relationships with internal/external stakeholders to ensure that their business needs are being met and their feedback is being heard, while highlighting any areas of improvement in service and support.
- Assisting the Head of Technical Support in overseeing vendor management and supplier relationships.
What you won’t be doing
- Working in a siloed environment with no freedom to make decisions.
- Working in a place where you can’t see the impact your expertise makes.
Requirements
To succeed in this role you will have some of the following skills and experience:
- Excellent leadership skills with proven ability to mentor and lead a team effectively, delegate tasks efficiently and manage a team's workload.
- Excellent technical knowledge of Azure Active Directory, Exchange online and M365 Defender.
- Experience with MDM solutions, specifically JAMF and Endpoint Manager.
- Good understanding of cybersecurity principles.
- Excellent problem-solving skills with the ability to handle and assist escalations.
- Strong communication skills and the ability to liaise with internal and external stakeholders, fostering positive relationships to help drive positive outcomes.
- Understanding of vendor management and experience in managing supplier relationships.
- Awareness of cybersecurity practices and their contribution to maintaining cyber hygiene.
- The ability to contribute to long-term requirements and improvements in technical support functions by thinking strategically.
Benefits
- Basic salary of up to 55,000 per annum
- Generous company pension package with employer contributions of up to 12%.
- 30 days annual leave (plus bank holidays.)
- Continuous career development with regular appraisals and learning and development opportunities.
- A lovely new office in Holborn, Central London we offer flexible and remote working arrangements.
- Join us - let’s prevent disease together.