Tier 2 Team Lead

Job responsibilities

DUTIES AND RESPONSIBILITIES

Organising and the delivery of Tier 2 IT support consistent with the Digital Services Operational Strategy. Provide IT technical support co-ordination and escalation support across Tech Bar teams.

Supervise a team of technical Tier 2 IT support technicians and ensuring that all logged calls are aimed to be responded to and resolved within agreed SLAs, ensuring that all support details are accurately recorded and logged using digital services ITSM tool.

Ensure work allocation, workload, and tasks are appropriately and fairly distributed throughout the team, with emphasis on making sure that staff are adequately skilled to respond and to monitor progression.

Ensuring effective Incident Management is in place by monitoring against quality standards and checks. Identifying, escalating, and communicating in a timely manner high priority incidents, service requests, trends, and service issues, notifying the IT Service Delivery Manager.

Log incidents, problems, and service requests in line with digital services policies and procedures.

Liaise with users, providing full information and advice and referring complaints in line with digital services complaints process.

Contribute to the upkeep and maintenance of our ITSM tool.

Monitor and provide detail reports on performance against key performance indicators, metrics, and targets to demonstrate service performance and delivery within the Tier 2 support team, highlighting areas at risk with corrective actions plans, areas requiring further development by creating and maintaining a skills matrix to assist in organisational learning.

Responsible for communicating complicated, technical IT issues to non-technical staff or suppliers.

Maintain and communicate detailed policy procedural changes within the Tier 2 team.

Work on multi-functional projects implementing any changes as appropriate.

Provide a professional point of contact for all staff using the Tech Bar, providing guidance, resolution, or escalation for incidents or service requests.

Manage user incidents and service requests to resolution, escalating to the IT Service Delivery Manager or Digital Operations Lead as appropriate.

Assist Tier 2 support technicians when dealing with demanding situations, taking ownership if required.

Observe and influence the development of customer care skills within the team, leading by example and training as required.

Line management of the team including day to day performance, conduct, and absence.

Maintain a good personal awareness of industry standards and future developments.

Promote good and efficient working practices in the use of IT.

Work collaboratively with the IT Service Delivery Manager and other colleagues to ensure that service delivery and improvement plans are developed, implemented, and reviewed.

Function as a champion for the Tier 2 support team in troubleshooting technical issues, best practice, operational effectiveness, and quality.

To participate in a staff rota covering core business support hours which are between 8am and 6pm Monday through to Friday (excluding bank holidays), subject to any Trust changes and service demands.

Ability to participate in out- of-hours on-call Rota as required.

GENERAL DUTIES

Human Resources:

Plan and prioritise IT support activities, co-ordinate holidays, shift rota, training schedules and the delegation of ad hoc tasks as required to ensure achievement of team and personal objectives are met.

Responsible for the day-to-day running of the Tier 2 team in line with appropriate policies, procedures, working practices and guidelines, ensuring all resources are deployed to maximise an efficient and effective delivery of support to Trust staff.

Provide regular performance reports on progress, status, and achievements for own area to be used by management.

Financial / Physical Resources:

Ensure Trust procurement processes and procedures are followed in a timely and efficient manner and to participate in the procurement process where relevant aiding for the development of procurement documentation as required.

Be responsible for supporting business appraisals and business case production when required in partnership with customers, undertaking solution searches and appraisals of supplier proposals.

Policy / Service Development / Governance:

Act as an ambassador for Tech Bar by developing and maintaining excellent working relationships with users across the Trust to deliver a high quality, performing service to achieve local requirements.

Demonstrate a culture of service provision and continuous improvement for own area.

Responsible for implementing policies within own team and for proposing changes to policies, in line with legislation, Trust and NHS policies and guidelines across the Trust, where appropriate.

Pro-actively lead in ensuring that IT support delivered withing the Trust reflects best practice with respect to organisational, NHS and legislative requirements and guidelines including IT Infrastructure Library (ITIL), General Data Protection Regulation (2016), Information Standards, Information Security, and compliance with NHS Information Governance.

Ensure change management is applied within the Tier 2 team and follows implemented policies and procedures.

Ensure all documentation relating to own area is complete and fit for purpose and all releases relating to hardware, software and documentation is controlled.

Contribute to Root Cause Analysis (RCA) for allocated incidents and problems; instigating emergency action, when required, liaising with other Trust Managers, as appropriate. Lead proactive resolution to address common issues and trends.

General:

Undertake all aspects of Tech Bar Services, as part of a fall-back service when required, as appropriate.

Comply with all legal, regulatory and Trust requirements including policies, standing financial instructions, standing orders and procedures.

Perform duties at all locations where Trust staff are based, including locations not owned by the Trust and other locations determined by the duties of the post.

Travel to off-site venues, as required to attend courses, conferences as designated.

Undertake other duties as required as designated by the IT Service Delivery Manager, Digital Operations Lead, or other senior digital services managers.

QUALIFICATIONS

Essential

• Post Graduate qualification or equivalent or relevant experience.

Desirable

• Degree or equivalent qualification in an IT related subject.
• ITIL Foundation Certificate.

EXPERIENCE

Essential

• Extensive technical background in an IT support role
• Multi-tasking ability required to deal with multiple incidents awaiting resolution.
• Strong knowledge of IT hardware and software.
• Previous experience of hardware diagnostics.
• Asset management experience
• Good working knowledge of a wide range of IT Skills - Server and PC Environment, including Microsoft Office Packages, Microsoft SCCM and Office 365 products
• Experience in troubleshoot Active Directory, GPOs, DNS, and DHCP issues.
• Experience in supervising a team
• Working experience of Incident and Problem Management.
• Ability to prioritise own work and that of others.

Desirable

• Experience of working in an NHS organisation.
• Experience of technical refresh.
• Management of project workstreams /small - medium sized projects
• Public sector procurement
• A knowledge of LAN, WAN, IP telephony and wireless network infrastructure
• Experience in service continuity / disaster recovery planning

SKILLS

Essential

• Strong communication skills both written and verbal - able to communicate complex and sensitive information and use persuasion, influencing and negotiation.
• To concentrate for long periods when dealing with complex technical issues which may be interrupted.
• Ability to work and make decisions autonomously. Strong analytical and problem solving skills
• Ability to communicate system and technical issues to a variety of staff at different levels within the organisation.
• Ability to communicate system and technical issues to a variety of staff at different levels within the organisation
• Ability to analyse situations / information to identify and resolve a range of problems
• Plan tasks and activities which may require adjustment due to variable workload / interruptions
• Ability to use own initiative, coach individuals
• Ability to organise and prioritise own workload and that of others and adjust plans as required both in the short and long term.
• Ability to embrace and drive change.
• Able to work flexibly to meet the demands of the role.
• Well presented, flexible, positive, resilient, methodical, team player

Desirable

• Ability to think creatively.

KNOWLEDGE

Essential

• Excellent working knowledge of supporting a Microsoft Windows 10 environment.
• Microsoft Office 365.
• Working knowledge of Microsoft Active Directory.
• Knowledge and understanding of SLAs & priorities.
• Incident Escalation and Queue Management.
• Managing a small technical team.
• ITIL Incident Management process.
• Good understanding of change management.
• Performance reporting.
• Demonstrable knowledge of service improvements and project management.

Desirable

• Knowledge of the working practices of NHS Trusts.
• NHS Applications.
• Financial procedures including budgetary management.

VALUES

Essential

• Ability to demonstrate the organisational values and behaviours

OTHER

Essential

• Office based role with the need for travel to Christie managed sites as necessary.
• Ability to participate in out- of hours on-call Rota as required
• Ability to undertake shift working including out-of- hours, weekend, and Public Holidays.
• Able to move computer equipment around the Trust.

Desirable

• Evidence of continuing professional and personal development.
• Driving Licence / Car Owner.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).