Service Desk Team Leader - #1698703

The Vacancy

The role

Reporting to one of our Senior Managers, you will be the leader of an infrastructure team, consisting of a dedicated team of private cloud engineers. You'll be overseeing the support and management of a diverse range of technologies, including VMware, UCS, and NetApp, among others, within our enterprise-sized customer base.

As a key leader, you will set the standard for how the team operates, ensuring engineers are enable to provide top tier support to our customers. You will also be responsible for ensuring tasks, tickets, and queries are handled efficiently and to a high standard, conducting regular quality assurance checks on engineers. Your role as a leader will involve acting as a role model, promoting best practices and high standards while contributing to the professional development of individual engineers. This is a great opportunity for a private cloud engineer who is looking for their first leadership role, as we will provide hands on training and development.

What will I be doing?

• Managing team SLA’s, KPI’s, CSAT, Ticket allocation
• Understand, maintain and deliver relevant training to engineers regarding the current service desk procedures.
• Ensure all engineers have regular structured 121 sessions each month.
• Training and Development of respective Engineers in line with ANS Service Offerings.
• Ownership of Performance & Development Reviews (PDRs) for respective Engineers.
• Soley owning team customer facing escalations.
• Hold daily, structured squad stand ups.
• Plan & manage squad resource (collaborating with peers)
• Work closely with peers around all aspects of continuous service improvement, contributing where required.
• Requirement to be On call (via rota)

What will I bring to the role?

• Ability to lead people, embrace the company values and demonstrate a role model persona while being able to train & support Infrastructure engineers.
• Previous experience as an infrastructure engineer working in a large scale enterprise or multi-tenant environment.
• Team leader experience ideally within an Infrastructure team or service desk environment.
• Strong drive for customer care
• Proven technical ability and troubleshooting skills.

What is needed to do the role?

• Experience with VMware & latest versions
• Exposure working with Private Cloud technologies
• Use of backups technologies
• Scripting abilities in Powershell and PowerCLI
• Experience with using storage Technologies (HPE 3PAR, Nimble, Dell Compellent) and storage networking is ideal
• Netapp exposure
• Cisco UCS exposure
• Experience with infrastructure monitoring platforms
• Eligibility for HMG Security clearance and/or NPPV3 clearance

Why work for ANS?

At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative – and we do it like no other. We invest in our people. In training, development, health and more – we give you the benefits and flexibility to maintain a happy work-life balance.

We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.

What’s in it for you?
With fantastic benefits, an inclusive culture, and a cool office space, we’re your kind of workplace. 

Company benefits

• As standard: 25 days’ holiday, plus you can buy up to 5 more days
• A little extra: we’ll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days’ additional holiday in the year you get married. Oh, and 5 volunteer days!
• Private health insurance
• Pension contribution match and 4 x life assurance
• Flexible working and work from anywhere for up to 30 days per year (some exceptions)
• Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay
• Company social events – get ready for a jam-packed calendar
• Electric car scheme
• 12 days of personal growth development time

ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.

The Benefits

State of the art IT equipment

Personal Development Days

Documents