Network Team Leader

We are currently recruiting 2 x Network Team Leader roles. These are critical role within the Xalient Managed Services Operation, responsible for service ownership and operational management of their aligned Network Support Squad.
The Network Team Leaders and and their team are responsible for the 24x7 support of Xalients global Managed Services customer portfolio, comprising a diverse range of networking technologies, platforms and solutions. You
will own the lifecycle and reporting of incidents, changes and requests for any internal or external client. You will drive excellent service delivery and promote training and education of both their squad and the wider Network Support operation.
As a Network Team Leader you will be required to work a rotational pattern in order to provide operational leadership and service ownership across the core working hours of a global customer portfolio. The typical shifts will be 9am - 5pm and 5pm - 1.30am. The roles also offer remote working and a salary up to £45k plus shift allowance, 25 days holiday plus other benefits. The roles would really suit a Service Desk Team Leader looking to move into network operations.
Why Xalient?
We are an award-winning, IT consulting and managed services business, specialising in modern, software-defined networking, security and communications technologies, delivering innovative solutions and services to major organisations right across the globe.
Our service portfolio ranges from consulting strategies and assessments through to solution design, deployment and fully managed services, incorporating market-leading technologies in each of our specialist areas.
We take pride in instilling a culture that provides an inspiring and nurturing environment, with growthopportunities that excite our employees, build loyalty and in doing so provide us with clear marketdifferentiation.
Key Responsibilities Manage the day-to-day delivery of support from the Network Support Squad.
Ensure client service focus is prioritised and championed among the Network Support Squad.
Ensure any staffing, support and availability related risks to the service are understood and mitigated.
Ensure the Network Support Squad provide quality call handling and lifecycle of requests by regularly reviewing calls and tickets.
Develop the Network Support Squad professionally ensuring that skill levels are maintained, and training requirements are highlighted.
Create a Service Development & Improvement Plan for the support squad and ensure this is clearly understood and communicated to peers and clients through regular Service Review meetings and events.
Maintain appropriate system documentation, support procedures and proactive rota/cover arrangements. Ensure the provision of an appropriate Out of hours/On Call Cover service.
Client Communication and Stakeholder Management
Act as the support squad escalation point for all major incidents and client escalations
Skills and experience
Previous experience managing a team in an MSP or similar environment.
Knowledge of support procedures and incident management – ITIL foundation certification or similar
Good knowledge of MS products - Word, Excel, PowerPoint and confident using IT software
Experience of managing ticketing systems such as ConnectWise, Autotask, ServiceNow
Experience of managing an RMM solution
Previous experience of working within Networking or Cyber Security arena.
Understanding of Network Monitoring Tools
Coaching and Customer Service qualifications
BCS, SDI or professional memberships
Job Offer:
Up to £45,000 (dependent on experience) plus shift allowance
25 days annual leave (plus bankholidays)
1 days additional holiday for your birthday
Company Life Assurance scheme
Private medical insurance
Salary exchange pension scheme
Flexible Benefits fund after sixmonths service
Employee Assistance Programme
Employee referral scheme – £1000for successful recommendation
We are an equal opportunities employer and welcome applications from all suitably qualified persons
regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age Up to £45,000 (dependent on experience), plus shift allowance, 25 days holiday
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