Support Team Lead Contract

Support Team Lead – London- £600 per day – 12 Months contract – DV (vetting slot available for non-cleared candidates)

Role Summary 

Support Team Leads are responsible for managing the 2nd Line Support delivery for OneCS World technology services and managing and liaising with teams from IT service operations. They are also responsible for flagging issues that require escalation – e.g., several issues coming through on the same topic, flag to IT Services and raise a problem ticket. The also provide the comms around understanding the existing issues to customers and liaise with the Environment Manager around outages on the application level and communicating these with customers. LM Responsibilities for user support analysts.

Skills:

• Continual service improvement. You can identify and explore opportunities for service and business improvement. You know how to drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
• Service reporting. You can take management information and consolidate agreed key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or service.
• Technical understanding. This knowledge underpins your ability to deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of technical knowledge you need. You stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.
• Team management.Lead and develop the team through a period of change developing skills and performance. Monitor the team’s capacity and ensure there is effective cover for the support of OneCS World. Ensure the team remains inclusive and supportive, contributing to the EDI strategy and initiatives.

Qualifications:

• Leadership & People Management – Level 2 
• Working with Others – Level 2
• Partner & Customer orientation – Level 2 
• Communicating and Influencing – Level 2 

Rate/Salary: