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Technical Field Support Team Leader - Sheffield - Education ITBack to search results Technical Field Support Team Leader - Sheffield - Education IT - 3-6 Month Contract

A leading supplier of IT software & Managed Service solutions within the Education market
require a Technical Field Support Team Leader (initial 3-6 Month Contract), with a strong MS Infrastructure & Networking background to manage on-site ICT technicians & ensure that the Customer?s on-site team deliver effective ICT support across the Customer Sites and aim to exceed the targets and SLAs agreed between the Customer and ICT Contractor.


Ensure the on-site ICT technicians meet all targets set within the agreed service levels manage the relationship with each Site and be the first point of escalation and feedback with the ICT Contractor
Complement 1st Line Support and provide 2nd line support for troubleshooting and implementing fixes at each site, including: Server operating O/S and applications, Network switches, server virtualisation, VOIP telephony management and IP-based CCTV.
Monitor and manage adherence to the processes and procedures developed between ICT Contractor and the Customer?s on-site staff
Work towards continuous improvement by ensuring the processes and procedures in use are effective and improving these in discussion with the Customer?s ICT Representative and ICT Contractor?s Service Delivery Manager.
Develop and maintain a strong working relationship with key staff at each of the Sites.
Attend regular meetings representing ICT Contractor to focus on service delivery linked to the SLA, outstanding issues and to act as the initial point of escalation.
Provide support, guidance and assistance to the trusts on-site ICT technicians
Ensure the register of ICT Assets and software contained within the Asset Management System is at all times accurate
Co-ordinate the installation of Third Party Software to the Site image along with SIMS upgrades and patches during a School Day.

Skills Required:

MCSE qualified
Experienced on Windows Server 2003/2008
Exchange server 2003/07/10 experience
Experience working with Microsoft Threat Management Gateway (TMG) 2010
Experience working with Microsoft SharePoint (2010)
Experience working with Microsoft Hyper V virtualisation
Experience of providing Service Support in a Managed Service
Excellent communication skills are essential to provide the customer with efficient and accurate resolution of calls
Networking experience (Cisco)

Advantageous Skills:

Experience of ICT Contractor?s working practices and policies
Experience of working within a school environment
Experience of working with Capita SIMS (school MIS systems)
Experience of using Microsoft Systems Centre Configuration Manager (SCCM) for software and inventory management
ITIL / FITS standards experience or knowledge

Key words, ?Service Delivery Manager?, ?field support?

We are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.
Job reference information Advertiser Additional Resources Ltd.
Contact Name Adam
Telephone 0845 450 6635 (Please reference IT Job Board when calling)
Reference AK/L/016357

Technical Field Support Team Leader - Sheffield - Education IT