Infrastructure Support Technician Team Lead at Cyberlogic

PURPOSE OF POSITION:

• The purpose of the Infrastructure Support Technician Team Lead is to oversee and manage the daily activities of the support team, ensuring the delivery of technical support and service to clients. Acting as the primary representative for the group, the Team Lead engages with both internal and external stakeholders to align support strategies with business goals and client needs.
• This role is focused on the continuous development and improvement of the team, ensuring that each member has the necessary skills, knowledge, and resources to excel. The Team Lead is responsible for fostering a collaborative team environment, promoting best practices, and driving the achievement of key support metrics.

KEY RESPONSIBILITIES: 

Leadership:

• Lead, inspire, and motivate the Infrastructure Support Technician team by fostering a positive work environment that encourages teamwork, collaboration, and professional growth.
• Oversee the day-to-day operations of the Infrastructure Support Technician team, ensuring adherence to internal Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and external Service Level Agreements (SLAs) by consistently meeting or exceeding established targets for response times, resolution times, and customer satisfaction. This includes monitoring and managing support ticket queues, prioritising issues based on urgency and impact, and ensuring timely follow-up and resolution of client requests.
• Collaborate with direct reports to create individual development plans that outline their career goals and the steps needed to achieve them, while ensuring alignment with company goals and client requirements.
• Assess the skills and knowledge of team members to identify areas where improvement or development is needed. 
• Provide continuous feedback to direct reports regarding their performance, emphasizing both strengths and areas for improvement to support their professional development.
• Conduct regular contribution evaluations and participate in the performance review cycles.
• Participate in talent acquisition and the recruitment of new team members. 
• Train and onboard new team members, as well as provide ongoing training and development opportunities for existing team members. 
• Conduct regular 1 on 1s with direct reports
• Drive continuous optimization through facilitating daily stand-up meetings with the team and regular process improvement reviews and automation initiatives.

Lead Incident Response and Planning:

• Coordinate major incident response efforts, and orchestrate cross-functional teams to ensure swift resolution, effective communication, and post-incident analysis for continuous improvement.
• Facilitate the management of escalations to and from the Infrastructure Support Technician Team.
• Provide guidance and mentorship to junior team members such as the monitoring and Infrastructure support technician staff.
• Facilitate the creation of training sessions aimed at enhancing the skills, knowledge, and overall professional development of team members.
• Develop and test incident response plans tailored to critical situations, ensuring comprehensive preparedness and effectiveness in mitigating and managing potential threats.

Cross Team Collaboration:

• Facilitate the collaboration between the Infrastructure Support technician team with other departmental teams, to ensure seamless coordination and timely resolution of complex technical issues and customer concerns.
• Collaborate with People Operations on recruitment, onboarding, and training of new team members, ensuring the team has the necessary skills and knowledge to deliver exceptional support services.
• Foster a collaborative environment by promoting knowledge sharing, cross-training, and mentoring within the team.

Process Optimisation:

• Collaborate with relevant departmental leaders to optimise support processes and workflows by identifying any addressable gaps within the processes and workflows.
• Collaborate with relevant departmental leaders in the development of long-term support strategies and roadmaps, aligning technical initiatives with departmental and organisational goals.
• Implement and maintain quality assurance measures, ensuring adherence to established standards, best practices, and compliance requirements.

Technical Support and Guidance:

• Provide advanced technical support and guidance to the Infrastructure Support Technician Teams by addressing escalated problems and questions.

Infrastructure and Security Risks Management:

• Stay informed about infrastructure and configuration best practices to proactively identify and mitigate potential risks, ensuring the stability and integrity of the clients systems and data.
• Stay informed about the latest cybersecurity threats, trends, and best practices to proactively identify and mitigate potential risks, ensuring the security and integrity of the clients systems and data.

Scripting and Automation:

• Examine and identify opportunities to automate routine tasks and processes across various operational areas to enhance efficiency and streamline workflows.
• Collaborate with the automation team to streamline system management and reduce manual intervention.

Ways of working:

• Manage and maintain team adherence to internal Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and external Service Level Agreements (SLAs) by consistently meeting or exceeding established targets for response times, resolution times, and customer satisfaction. This includes monitoring and managing support ticket queues, prioritising issues based on urgency and impact, and ensuring timely follow-up and resolution of client requests.
• Oversee team adherence towards detailed documentation of support activities and maintaining accurate records of support tickets, including issue descriptions, troubleshooting steps, and resolutions.
• Review, compile and action Requests for Change (RFCs) related to infrastructure, by reviewing proposed changes, assessing potential impacts, providing technical guidance, and ensuring that changes are implemented smoothly and in compliance with established procedures and policies.
• Establish timely communication with clients and internal stakeholders (e.g. CSMs & SDMs) to provide updates on the status of support requests, and proactively identifying opportunities to improve the support experience.
• Ensure flexibility and availability to support system upgrades, and maintenance activities, work remotely or on-site as needed, and travel occasionally to client sites or attend training and meetings.
• Participation in the after-hours "team lead" standby roster to provide support for Cyberlogic 24/7 clients.
• Establish and promote best practices for documenting infrastructure configurations, procedures, and troubleshooting guidelines while leading efforts to maintain accurate and up-to-date documentation, knowledge base articles, and training materials to enable efficient knowledge sharing and enhance the team's technical expertise.
• Create and present regular reports to senior management, highlighting achievements, challenges, and recommendations for enhancing the Infrastructure Support technician team's effectiveness and efficiency.

Continuous Learning and Development:

• Advocate and establish innovation and efficiency within the team's operations through the adoption of new technologies and practices.
• Participate in ongoing training and development opportunities to enhance skills and knowledge relevant to the role.
• Setting and reviewing team and individual development goals to ensure continuous improvement and growth.

KEY REQUIREMENTS:

Required:

• 1-3 years of experience in a technical team leadership support role, preferably in a managed services or enterprise IT environment with a focus on infrastructure support.
• 3-5 years of experience in technical support, preferably in a managed services or enterprise IT environment with a focus on infrastructure support.
• Microsoft AZ-800: Administering Windows Server Hybrid Core Infrastructure
• CompTIA A+
• CompTIA Network+
• Fortinet Certified Professional (FCP) - FortiGate Administrator
• Mimecast Email Security, Cloud Gateway Fundamentals Level 1 Certification
• Mimecast : Email Security, Cloud Gateway Advanced Level 2 Certification

Beneficial:

• Microsoft AZ-801: Configuring Windows Server Hybrid Advanced Services
• MS-102: Microsoft 365 Administrator
• MD-102: Endpoint Administrator
• AZ-104: Microsoft Azure Administrator
• Fortinet Certified Fundamentals (FCF) in Cybersecurity certification
• Fortinet Certified Associate (FCA) in Cybersecurity certification
• Fortinet Certified Professional (FCP) - FortiManager Administrator
• Previous Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications), or equivalent industry experience
• A bachelor's degree or diploma in a relevant field, such as computer science, information technology, or equivalent industry experience

CORE COMPETENCIES:

Technical Competencies:

• Advanced knowledge and experience with supporting Dell PowerEdge servers including the Windows Server operating system
• Advanced knowledge and experience with network services, including Active Directory, DNS, DHCP and RADIUS
• Advanced knowledge and experience with supporting firewall networking appliances such as FortiGate, Sonicwall and Sophos.
• Advanced knowledge and experience with supporting network switch appliances such as HP Procurve and Aruba
• Advanced knowledge and experience with supporting wireless networking appliances such as Ubiquity Unifi and Aruba
• Advanced knowledge and experience of virtualization technologies, such as Windows Server Hyper-V and Windows Failover Clustering.
• Advanced knowledge and experience of database technologies, such as Microsoft SQL Server.
• Intermediate knowledge and experience of disaster recovery and business continuity

Behavioral Competencies:

• Practical Intelligence
• Risk Management
• Goal Orientation
• Commercial Awareness
• Judgement
• Collaboration & Teamwork
• Tenacity
• Growth-Mindset