Technical Team Leader

Place of work: On-site - Sheffield, UK
Duration: Permanent
Hours of work: Shift rotation - 2 day shifts from 6am - 6pm + 2 night shifts from 6pm-6am + 4 days off

About the Company and the Role:

Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the Auxilion Group you will work closely with the in-house team to provide the best customer experience that the client requires.

The role is for a 3rd Line technical engineer with proven leadership skills. The role will involve managing all incidents and requests through their full life cycle and feeding into the wider technical team. You will be managing a team of 2/3 Infrastructure engineers on a rotating 12-hour shift to deliver the best service possible within the contractual SLAs. There is a high level of communication skill required in this role, dealing with your team directly, handing over to the next Team leader and more importantly, individuals across the wider technical team.

Position Responsibilities:

Manage Incidents & Requests ensuring SLA Performance against KPIs.

Ensure accurate and up to date information is recorded against all tickets.

Ensure daily checks are performed correctly and in a timely manner.

Be aware of ongoing escalations

Be aware of current Major incidents.

Manage P1 and P2 Incidents, keeping service managers informed and escalating if required.

Technical Competencies:

3rd level technical service experience level is a must.

Working with Azure, Office 365, Hyper-V, VMware, SimpliVity, Intune, VMWare Horizons, Citrix, Azure Desktop, and RDS environments

Prior experience in a 24 x 7 Network Operations Centre/Service Desk Environment

Excellent problem-solving skills

Excellent communication skills (Communication to customers verbal and written is mandatory)

2-5 years' Experience with Windows Server (2012/2016/2019 & 2022)

Experience with Monitoring Software

Business Competencies:

To succeed in this role, you'll need knowledge of utilizing ITIL best practice as well as experience within an IT customer service environment.

You would be required to demonstrate the following:

Strong Technical skills.
Accountability and responsibility for your workload.
Helpful and approachable attitude.
Excellent time management skills.
Ideally, you'll have had at least 12 months experience managing people, including day to day management eg absences, holidays, performance reviews.
Mentoring junior colleagues and be responsible for career development

Our Company, Auxilion - About Us

Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey.

Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.