Enterprise Windows Team Leader

Over the past two decades, UKFast has grown from a start up to a multi-million pound business. We are one of the UK’s leading cloud and secure managed hosting providers - supplying dedicated servers, private and public cloud hosting solutions, and a full range of technical, cybersecurity, and DevOps consulting services. 

Dedicated to innovation and providing world-class solutions, we help transform our customers’ businesses. We bring together cutting-edge technology with multi-award-winning customer service and support. We have the highest NPS in our industry and we work hard every day to re-earn our customers’ loyalty.  We support a full cross section of UK enterprise, from local businesses and charities to global manufacturers and retailers, local and central Government, the NHS, and the Ministry of Defence. 

Our business is built entirely around our people and our customers. We invest in our people and work hard to ensure our teams are inspired, motivated, and supported. We are customer-obsessive and committed to self-development, hard work, and having fun. We believe in everyone bringing their whole self to work as part of our fantastic bunch.

Our in-house training facility is widely accredited. For instance, we are the only managed service provider in the UK to be an accredited AWS training centre.

We care passionately about doing the right thing - for our customers and each other. It’s important to us that UKFast is a diverse, inclusive, and socially-conscious employer that contributes positively to our communities and environment.

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The opportunity

UKFast is looking for an Enterprise Windows Team Leader to drive our teams forward as we progress on our Public Cloud journey.

Reporting to our Director of Support, you will be a leadership figure for a team of six highly engaged Windows specialists. This team is vital in our journey towards advancing our customer offering in Azure technologies. You will therefore be instrumental in driving the team in their development, organisation, and performance to continue providing our customers with award-winning solutions for both on-premise and Public Cloud technical support.

This role is ideal for someone with a technical support background and is used to dealing with large-scale customer environments. A person who has an innate motivation to stay up to date with the latest technologies, whilst inspiring engineers around them to join in on that learning curve too!

Future progression opportunities are also abundant, whether that be to manage the entirety of our Enterprise Support division or even move into a project-based cloud engineering role. Either way, this role will be a highly rewarding opportunity for the successful candidate.

What you will do

  • Manage Support staff resources for optimal performance and priority delivery.
  • Maintain a performance measurement framework and facilitate a regular feedback system to team members on matters such as customer service, communication, and technical skills, to enhance the quality of support delivered. 
  • Review performance through appraisals, ticket reviews, and action any identified training requirements.
  • To engage within the business (and third-party providers where appropriate) regarding escalations, reviews, updates, and strategy news. Ultimately creating and building good relationships!
  • Provide seamless availability of a team to internal teams and external clients, via all contact points (Phones, email, PSS) during core working hours.
  • Ensure efficient and effective transitions between teams and shifts. 
  • Assist with the recruitment process for new IT staff. 
  • Motivate a team to be able to provide resolutions to clients in as little hops as possible. Using evidence whenever possible to find the root cause of issues, avoiding repeat occurrences of support requests. 
  • Act as an escalation point for any technical-related issues or concerns.
  • Prepare the support team for new product/service releases.
  • Contribute to improved processes, procedures, and documentation 
  • Aid with the internal progression of support staff, developing where appropriate people to progress into other roles. 

 

What you will bring

  • Significant experience of Windows systems in a networking environment.
  • A proven track record of building, installing, configuring, and supporting Windows Server products regarding the specifics listed below:
    • Active Directory and Azure AD, inc. hybrid solutions
    • Familiarity with virtualisation platforms, esp. Hyper-V and vSphere products
    • IIS, inc. as part of a mixed Windows/Linux web stack
    • Exchange and Exchange Online / Office 365
    • Microsoft SQL Server
    • SAN storage and architecture experience – EMC/EqualLogic/Netapp/3PAR/HP and/or Dell server hardware
    • Familiarity with PowerShell, the .NET family of languages, and basic coding concepts
  • Exposure to command-line scripting.
  • Motivation to provide impeccable customer service whilst working in a lean, collaborative, and fast-paced environment.
  • A positive, passionate, and can-do attitude with a strong interest to learn and develop yourself professionally.
  • Qualification/certification to Microsoft Associate level (Server/Azure Admin) is desirable.

Why UKFast?

  • Birthdays off as an extra paid holiday
  • Private health insurance after one years’ service
  • Full paid maternity leave for first 16 weeks and full paid paternity leave for 2 weeks after two years' service.
  • Flexible working and work from home
  • Award-winning training and education centre with four full-time teachers to help you obtain accreditations, develop and learn.
  • Pearson Vue test centre on-site
  • On-site gym
  • Games zone with arcade games and retro consoles.
  • Free onsite parking
  • Table tennis and pool tables      
  • Team building experiences
  • Weekly virtual quiz nights and team parties
  • Volunteer days to help support our community and charity partners
  • Active and engaged diversity groups with events and educational sessions arranged regularly
Do you have a CV?