Technical Support Team Lead

at  Custodia

Job Title: Technical Support Team Leader
Location: Knutsford, Cheshire. ** This is an office based position
Company Overview:
Custodia is a fast-growing SME with a global presence, based in Knutsford, Cheshire, specializing in the Financial Banking sector. We are seeking a dynamic and experienced Technical Support Team Leader to join our expanding team. This is a critical leadership role, responsible for managing and driving a team of Level 1 and Level 2 support experts. This is an exciting opportunity to work onsite and make a significant impact on innovative projects involving mission-critical systems in a 24-hour operation environment.

KEY REQUIREMENTS:

• Experience:
• Minimum of 5 years in IT support roles with a focus on MS Azure, including at least 3 years in a leadership or management role.
• Proven track record in leading and managing technical support teams, with a strong emphasis on leadership and people management skills.
• Experience with mission-critical systems and a demonstrated ability to handle high-pressure situations.
• A background in telecoms platforms as a service or communication would be an advantage, particularly in managing cross-functional teams and stakeholder relationships.

SKILLS:

• Exceptional leadership, management, and team-building abilities.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Strong problem-solving skills with a proactive approach to managing challenges.
• Ability to prioritize and manage multiple tasks in a fast-paced, dynamic environment.

ADDITIONAL REQUIREMENTS:

• Candidates must be eligible to work in the UK as our client does not have a license to sponsor visas.
• Must have a valid drivers license and access to a car.

• Leadership and Management: Provide strong leadership to the support team, setting clear goals, expectations, and performance standards. Inspire and motivate the team to achieve high levels of customer satisfaction and operational excellence.
• Team Development: Mentor, coach, and develop team members, fostering a culture of continuous learning and professional growth. Conduct regular performance reviews and identify training needs.
• Support Operations: Oversee the day-to-day operations of the support team, ensuring that all incidents, service requests, and technical issues related to mission-critical systems are resolved efficiently and within agreed SLAs in a 24-hour operation environment.
• Escalation Point: Act as the primary escalation point for customers, ensuring that their concerns are addressed promptly and effectively, maintaining a high standard of service.
• Service Ownership: Take ownership of the services provided by the team, ensuring they align with business objectives and meet customer expectations consistently.
• Strategic Planning: Collaborate with senior management to develop and implement support strategies that align with the companys objectives and drive continuous improvement in service delivery.
• Stakeholder Engagement: Serve as the primary point of contact for key stakeholders, ensuring effective communication and collaboration across departments to address support-related challenges.
• MS Azure Expertise: Provide high-level support and guidance on MS Azure infrastructure and systems, ensuring optimal performance and reliability.