Shift Lead

Responsibilities:

Shift Lead - Technology Support

TOC work hand-in-hand with Customer Operations as well as third-line IT, Engineering, Video and Architecture. We work 24/7 across three shifts to provide the level of service that our clients and workforce demands of us.

Shift Lead - Technology Supportforms part of the management structure for the TOC they directly manage a team ofAnalystsand take joint responsibility for the service provided by the team. Reporting to the TOC Manager, the shift lead helps to organize the day-to-day running of the team and drive continuous improvement initiatives. Their role sees them as the point of escalation for issues that arise during an appointed shift helping to remove blockers and communicating to those affected.

Shift Leads are self-driven; they are fully capable of managing projects effectively and driving them to successful completion with maximum efficiency.

Shift Leads manage through people; they know the teams success depends on a highly functioning unit. They focus on supporting their team and getting the best from them.

Shift Leads believe in great service; they lead by example and continually seek improvement.

Desired Qualifications:

Shift Leads are capable analysts themselves, but have additional responsibilities:

• Organizing shift patterns and rotas
• Producing and analyzing performance reports
• Introducing innovative ideas and drive improvements
• Running different projects within the team independently
• Taking the lead on high priority incidents
• Communicating to stakeholders
• Acting as the point of escalation for the team
• Driving down the incident/request backlog
• Managing a team; performing reviews, setting goals, training employees
• Helping to recruit and onboard new analysts
• Reviewing support articles and providing feedback

TOC Technology Skills

The TOC has a combined skillset across various technologies.

We also welcome professionals from a software engineering background who are eager to expand their expertise into the support function, even if you dont possess all the skills listed below.

• Reverse engineering web application issues
• Troubleshooting API issues
• Server administration and support for Windows and Linux, Apache
• Microsoft administration and software support including AD, Azure AD, Microsoft 365, Teams, SharePoint and software. Single sign-on and MFA support.
• Device management through Intune and Jamf for Mac estate.
• Mac and Windows desktop support
• Database experience, including SQL, MySQL, Oracle
• Scripting languages: CSH, Bash, Perl,
• AWS EC2 ELK Stack etc.
• Logfile analysis
• Monitoring tools: Checkmk, Nagios, New Relic, PagerDuty, SolarWinds
• Network support and troubleshooting
• Video technology support

GREAT IF YOU ALSO HAVE-

• Vision; to understand what great services looks like and how to provide it
• Managerial skills; a capable manager with the ability to motivate a team
• Communication; knowing how and when to get the message across effectively
• Adaptability; to cope with changing requirements and a complex environment
• Dedication; buy-in to the shared goals and never stop pushing
• An analytical mind; to solve complex problems
• Confidence; to own the issue and follow it through
• Calmness under pressure; to deal with urgent issues and demands
• Empathy; to understand the position of those you are helping
• Organization; to get the team working efficiently

Non-functional skills

• 4 (or more) years'' experience in a technology support role
• 1 (or more) years experience in a management/leadership role
• A broad understanding of enterprise technology (networks, platform, database, security, data centre)

Ideally you will also have:

• An ITIL certification
• Experience with ServiceNow
• Experience with monitoring tools
• The ability to work in, and administer, Microsoft 365.