About the role

My client is one of the leading UK infrastructure managed services business, helping organisations navigate their IT journey with robust, secure, reliable and connected Data Centre and Cloud Infrastructure services. Over 360 colleagues provide solutions for over 1500 clients across the UK with over 12 UK data centres and has three corporate office locations in Edinburgh, Newcastle, and Maidenhead.

An opportunity has arisen to take a key team lead role within the Backup Support Team. Backups remains a critical function within the Change & Proactive Management team. There is a considerable amount of revenue associated with Managed Cloud Backups services. Many of the highest profile clients trust the Backup Products and Platforms with the protection of their data in the event that all else has failed.

The Team Leader, Backups leads and works as part of the Backups team to manage and maintain our Client Backup estate, ensuring failures are addressed and providing a highly responsive service to our diverse range of clients via voice/video calls, email and remote support applications. This role has responsibility for ensuring that client backups are properly managed and solutions are implemented where appropriate to deliver a first class service to our clients

Key Responsibilities:

• Controlling scheduling and workload through management of the team’s case queue

• Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team

• Co-ordinating, scheduling and managing the resourcing of the team, including ensuring relevant shift, holiday, sickness or another absence cover is arranged

• Managing client backup service requests, incidents and restores to deliver a first class service to our clients

• Implementing fixes and solutions where appropriate either via discussing directly with the client, via email or remote control

• Assisting other teams with troubleshooting and case management

• Escalating calls to Technical Resolution groups in a timely manner

• Working closely with Pulsant’s internal Platform / Infrastructure teams to highlight issues relating to the underlying Backups systems, including but not limited to performance, capacity, and lifecycle matters.

• Protecting and promoting the Company’s image by approaching all service issues in a positive and effective manner.

• Achieving and maintaining certifications as required

• Liaising with our primary Backup application vendors to seek guidance on client issues which cannot be resolved internally

• Provide mentoring, coaching, management support and development of the team, including appraisals, evaluations and reporting of individual performance targets.

• Promote collaboration and knowledge sharing within the team, providing support and guidance to improve interactions with other teams / departments

• Performance monitoring, setting and reporting of the teams’ KPIs, targets and goals to Senior Management and the wider company

• Carrying out recruitment activities as required

• Providing the opportunity for communication of performance and discussion of issues within the team, the specific site, and across the business

• Work closely with our Technology, Product, Sales & Marketing teams with future planning and onboarding of new Backups products and services

Experience Required:

• Previous Team Leader experience in a similar role

• An experienced client-focused approach with a good understanding of business objectives

• Experience in generating strong and lasting relationships with clients

• Experience with Incident Management processes and procedures

• Previous experience of working within an IT service provider environment

• Demonstrable experience of working in relevant IT Support and Client facing environments.

• Previous experience of using Service Now (ITSM)

If you’re interested in this role, send across your CV and a member of our team will be in touch.