An experienced 2nd line Technical Team Leader with hands on technical experience to provide leadership and development, and manage the day to day work of the 2nd line Technical Support Teams  (Technical Deskside Support, Front Office & AV/VC Services) providing a robust, efficient and skilled service to maximise the resolving capability of these teams

• Lead the 2nd line Technical Support, Front Office Support and AV/VC Support teams managing workloads to ensure an efficient and effective service
• Responsible for the provision of 2nd line technical support for LGIM services and systems.
• Responsible for the provision of dedicated Front Office IT support (1st and 2nd line) and AV/VC Services support.
• Responsible for providing technical and managerial leadership to the IT Technical Support Teams
• Responsible for ensuring an ITIL best practice approach to incident/problem and Incidents management and in line with agreed SLAs
• Proactively manage team work queues ensuring that all Requests, Incidents and Problem tickets are processed, updated and completed in a timely manner and in accordance to LGIM procedures.
• Work closely with the IT Service Desk Team Leader to promote cross-skilling and technical development of the 1st line IT Service Desk team to increase 1st line fix rate and decrease the numbers of tickets passed from 1st to 2nd line
• Responsible for desktop hardware to include builds, installation, support of and disposal, in line with LGIM polices.
• Build and maintain effective working relationships within LGIM, L&G and external businesses such as suppliers, partners and vendors etc.
• Ensure that Knowledge Articles are documented and maintained to enable efficient delivery of customer service
• Ensure full compliance to LGIM security policies, procedures, controls and agreed SLA’s.
• Produce regular management information reports (e.g. dashboards, rag status, SLA’s, KPI’s. risks/issues).
• Responsible for team meetings, one-two-ones and objective setting and appraisal reviews
• Continually review the service provided to end-users and customers to ensure it meets agreed service levels and all customers’ requirements, e.g. liaising with stakeholders Identifying improvements to the service provided.
• Act as a support element to the team on particular issues and provide support and cover where there are specific service pressures.
• Carry out effective and timely performance management of the Technical Team members in line with the LGIM appraisal policy.
• Create and manage PDPs for the support teams.

• Team Leader experience managing 2nd Line Technical Support Teams essential
• Strong technical hands on experience essential
• Demonstrable experience/knowledge of working in an ITIL environment and the ITIL lifecycle
• Experience working with Office 365 and collaboration tools would be advantageous
• Strong and demonstrable technical support and desktop management skillset, ideally but not limited to Windows 7/10, Microsoft Office, App-V, SCCM, AD, Group Policy, Citrix
• Understanding of basic networking, TCPIP, DNS, DHCP etc.
• Front office system support experience such as Bloomberg and Eikon desirable
• Strong customer service and support focus with a desire to deliver a high quality customer focused service
• Self-motivated and highly professional with ability to lead and take ownership and responsibility
• Ability to multi-task, work under pressure and to tight deadlines
• A desire to learn and improve skills and knowledge
• Adaptable and flexible to business demands
• Strong organisational and planning skills
• Positive ‘can-do’ attitude
• Extensive problem solving and troubleshooting skills
• Excellent interpersonal and communication skills

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days' holiday, private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.