As the Infrastructure Team Lead, you will be responsible for leading a team of infrastructure engineers who provide support and management of clients’ infrastructure environments. You will work closely with clients’ and the company’s project teams and the Service Desk to ensure that all IT infrastructure services are delivered to the highest standards of quality and that customer satisfaction is always maintained. This role combines team leadership and individual contribution.
Main Duties and Responsibilities
Team Leadership
- Support, coach and hold team members to account on their KPI’s and their development goals through monthly 1:1’s and other methods as appropriate
- Lead by example, demonstrating company values and creating a culture of ownership, responsibility, empowerment, and excellence
- Run daily huddles and weekly team meetings to ensure that the team members are well informed of company and team matters and that they are communicating effectively between themselves
- Build and improve on current processes and procedures
- Maintain the skills matrix up to date in collaboration with the team members and ensure relevant training sessions are scheduled
Process & Problem Management:
- Maintain best practice ITIL processes, making suggestions for improvement as needed and ensuring that all processes are carried out to ITIL standards
- Work closely with the SD TL’s and SMgt team to ensure that problems are being handled byt the right people with the right skills and resolved in a timely manner
- Monitor progress of problems, providing the customer/client with feedback and updated information regarding the progress of the resolution
- Analyse tickets to identify underlying problems and resolve these through the problem management process, involving staff members from other teams as needed
- Implement Hand Over to Support notices from projects team, ensuring that the information is understood and acted upon by the team and accurately and fully reflected on the systems.
Problem Resolution:
- Provide Tier 3-4 support for the Service Desk, diagnosing the cause of the IT problems escalated by Service Desk Analysts to identify the most appropriate fix
- Assess alternatives to resolve the problems and deploy the most effective, robust resolution
- Check that the problems are fully fixed and have no adverse impact on any other matters
- Identify recurring problems, determine the cause, and implement the correct resolution
Infrastructure
- Platform – monitor, manage and improve the T-Tech & customer cloud services platforms to at least the minimum contracted levels outlined in the customer agreements incorporating, capacity, consumption, availability, and performance
- Systems Admin – evaluate, deploy, and manage system management and improvement technologies and processes to drive efficiency and automation in a multi-tenant model
About T-Tech
T-Tech is a fast-growing IT Consultancy, Support and Cloud Service providers in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimise day-to-day operations and we help our customers embrace innovation and drive growth. We do that by showing them how to cut risk, improve productivity and leverage IT to gain competitive advantage. At T-Tech, we’re about keeping UK business up and running, resolving problems quickly, providing personal attention and providing our customers with reliable IT support when they need it.
Our business focuses on 6 areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications.
At T-Tech, our values are core to who we are; we promote and live these in all areas of our work to give our team and our clients the best experience of T-Tech:
- Service Centric- We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile.
- United- We succeed as a team, pulling together to achieve our goals. We understand and respect others’ views and perspectives. We communicate openly with each other, sharing, challenging and supporting
- High Standards - We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve.
- We are Agile…in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience.
Requirements
- Preferably degree educated in a relevant subject plus at least 1 MCP Server qualification
- ITIL 4 Certified
- Recent Microsoft (Office 365 and Azure), VMWARE or other Professional Certifications to show technical growth and learning Proven evidence of attending or completing Management or Leadership Courses
- A minimum of 5 years working in IT support in a Senior capacity at least one of which working for a service provider
- Proven experience of managing Infrastructures on Premises and Cloud
- Experience of working in an ITIL environment
- Previous experience as a Team Leader in a Managed Service Provider
- Track record of leading change and process improvement
Benefits
- Competitive salary depending on your experience and skills
- 23 days’ annual holiday plus public holidays plus your birthday!
- Learning environment working alongside experts in the latest technologies
- Special focus on training and development
- Social committee that organises quarterly social events (karting, bowling, pizza evenings and other exciting events)
- A vibrant London office and opportunities for home working
- Exceptional career progression opportunities
