Application Support Team Leader – .Net, ITIL, Enterprise

Application Support Team Leader – .Net, ITIL, Enterprise

Warrington £40000 - £45000 per annum + + Bonus + Great Bens
Permanent | APPSUPP/TL/FEB_1550138953
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Application Support Team Leader - .NET, ITIL, Enterprise AI Solutions

Near Warrington - Commutable via Liverpool and Manchester

£40,000 - £45,000 pa (depending on experience) + Bonus + Benefits + Part Home Working

High growth international solutions house requires experienced Application Support Team Leader to manage part of a growing team of 2nd/3d line support specialists, working on fault resolution for customers of it's scalable and robust enterprise grade AI solutions. This is a new position to help scale the support organisation and deal with exciting day to day management challenges of a highly technological support team. As part of a Global Support team, you will be responsible for managing a team of engineers providing world class technical support to partners as well as helping manage the growth in the region.

Required skills, experience, qualities:

Circa 7+ years of industry experience in supporting enterprise software components

Must be a team player who strives for excellence and sets an example for good work procedures and practices

Possessing excellent communication and customer-relationship skills - responsiveness, sensitivity and diplomacy

Excellent communication and problem-solving skills with strong technical aptitude

Comfortable to work with a wide range of technologies including .Net, Windows, and MS SQL Server

Passionate about delivering high quality service to customers and partners, with a focus on continuous improvement

College diploma or bachelor's degree in a technology-related field (or equivalent work experience)

Experience with supporting .net environments is preferred

Ability to work under own initiative and respond to peaks in demand

Strong relationship management skills, establishing empathy with customers through insight into their business drivers and expectations

Desirable: Any Portuguese, Spanish or Russian language skills (to native standard) of interest but in no way essential (there are other European language speakers in the team).

The Role:

Be Passionate about customer Support and ensure customer issues are responded to within their service level agreements in a positive and consistent way

Work with the Incident Manger to proactively manage escalated Incidents and follow-up with dissatisfied customers

Create and implement action plans for resolution of difficult situations

Provide a "Support Welcome" to new key customers

Ensure qualifying customers receive their quarterly meetings and relevant updates

Assist in the recruitment process for new Support Engineers

Review and coach the team in best practices around incident handling, both communications and technical case handling

Manage the workload of the Support Engineers to ensure SLAs are met workload is prioritised correctly

Identify team member's development and training needs

Provide hands-on help by taking incident tickets as required in the event of exceptional workload or staff shortage

Manage team member's holiday requests & rotas

Drive the team to achieve their corporate objectives

Look for ways of reducing the customer effort required when resolving incidents

Constantly review processes and procedures to look for improvements

Drive ideas for call deflection and self-service

Drive the creation of knowledge assets

Identify problematic areas and communicate these with technical engineers

Provide customer feedback to the appropriate internal teams, such as Product Development

The Rewards:

Highly competitive salary

Bonus up to 10%

Work up to 2 days a week from home

Company Pension

Health Care inc Dental and other insurances

On call rota with good payment/s

Share save scheme

Relaxed and Professional company environment with Casual Dress code

Please send CV now and call Tim Morris on 07739 716815 to find out more

Application Support Team Leader - .NET, ITIL, Enterprise AI Solutions

Warrington, North West

To 45K

Apply Now
Consultant - Sales
Tim Morris
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