As a Team Leader for our Windows support service, you will play a crucial part in meeting our commitments to our SMB customer base. You will lead, develop, and motivate your team to deliver high-quality support to both customers and partners. As the leader of a team of analysts and engineers, you'll promote a success-driven culture, through coaching and development, standard setting and commerical awareness.
What will I be doing?
Providing advice, mentoring and development within your team to ensure they have everything they need to deliver services as well as growing their careers.
Conducting regular team meetings and 1-2-1s ensuring a high level of engagement as well as attending and actively contributing to management meetings.
Monitoring demand and resource to ensure we are able to continue delivering high quality support to clients including absence management and rota management.
Driving continuous service improvement through identifying trends and suggesting and delivering improvements to services and processes.
Effectively managing team performance against SLAs and KPIs ensuring compliance.
Producing regular reports to demonstrate team performance and value delivered to clients ensuring these are accurate, areas for improvement are identified with suggested solutions.
Acting as a point of escalation for team members, account managers and customer success teams ensuring you create and maintain effective working relationships through establishing trust and delivering on commitments.
Attending meetings with customers as required demonstrating a high level of customer service, establishing trust and giving confidence.
Reviewing customer feedback received through CSATs, NPS, Trustpilot and other sources on a continuous basis, investigate where necessary and provide outcomes and plans to both internal teams and clients.
What will I bring to the role?
Customer obsessed in all aspects of your role ensuring delivery against our values and customer promises.
Good understanding of ITIL aligned IT service delivery and delivering against SLAs and KPIs.
Strong people skills with the ability to manage, develop and coach a team consisting of a mixture of abilities from apprentices through to senior engineers.
Commercial awareness and the ability to understand contracts, service descriptions and assess the impact any decision you make will have on the clients, your team and the wider business.
Experience of delivering support to clients using Windows environments would be nice to have but not essential.
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at ANS Group by 2x