Datacentre shift Service desk Team Leader

Radius is recruiting for a Service Desk Team Leader for a Datacentre organisation based in London.

Working hours: Shift working pattern 12 hour shifts - 08:00 to 20:00 and 20:00 to 08:00

Four days on, four days off, four nights on, four days off; inclusive of bank and public holidays.

JOB OVERVIEW

The Service Desk Team Leader is responsible the supervision and direct line management of the Service Desk Engineers on their team, while ensuring that all routine tasks during their shift are completed as well as a handover of on-going activity to the next shift. In addition, the successful team leader should also identify requirements, coach and recommend appropriate training for his team.

Key tasks:

• Responsible for day-to-day management of the team including delegation of work, absence management, providing guidance and support as well as coaching to the engineers.
• Provides technical management of the Service Desk shift, ensuring that agreed service levels are met and all relevant policies and procedures are adhered to.
• Monitors service delivery channels and collects performance data. Applies service standards to resolve or escalate issues.
• Ensures that incidents are handled according to agreed procedures and that resolved incidents are properly documented and closed.
• Analyses causes of incidents and informs service owners in order to minimise probability of recurrence, and contribute to service improvement.
• Maintains up to date knowledge of all related processes, equipment and working methods to ensure duties carried out to Company standards.
• Responsible for security of FM areas out of hours.
• Responsible for efficient handling of customer deliveries.
• Participate in team shift rota.
• Responsible for ensuring the shift team is fully staffed at all times.
• Sets the objectives and perform regular performance reviews for their shift team in accordance with the company’s Performance Management Process.

Essential requirements:

• Educated to Btec National Experience level (minimum) in telecomms (preferably), or IT
• Sound knowledge of wide area networking and all associated protocols to perform sectionalisation and testing.
• Good understanding of RJ45, G.703, Type 43 BNC and fibre interfaces.
• Ability to conduct fault isolation and problem solving associated with WAN
• Ability to understand and use routers, switches, firewalls and servers.
• Good understanding of Microsoft and Linux O/S and associated products.
• CISCO – I.M.C.R. – Installation and Maintenance of Cisco Routers.
• Fibre Optic Testing & Safe Working Practices
• CompTIA A+ Certificate
• CompTIA Network+ Certificate
• C.C.N.A. - Certified Cisco Network Associate (Desirable)