3rd Line Team Leader

Company Overview:  

Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a £110m turnover and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff and was ranked in the UK top 50 large companies to work for in the Best Companies awards 2023.  

FluidOne supports the needs of 2,000+ customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), FluidOne has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. As AI becomes a core enabler of innovation, FluidOne’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thrive confidently in the AI era. The company consults with its customers to design solutions that complement their in-house IT structures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are. 

Role Overview: 

As a competent 3rd Line Team Leader, you will be able to provide IT consultancy services to the full range of FluidOne Chorley’s clients.  

You will effectively support clients and colleagues as requested in a timely manner in line with the client’s support contracts. 

Responsibilities:   

You are required to provide reactive and pro-active technical support services and incident management for the following types of work: 

• Monitoring and maintaining systems and networks
• Installation and configuration of systems
• Diagnosing faults on both hardware and software
• Solving technical and application issues by phone, email or in person
• Walking clients through troubleshooting steps
• Re-fitting and/or replacing of client hardware
• Supporting updates and/or roll-outs for client applications (training of users as needed)
• Working to SLA’s 
• Prioritising and managing multiple open tickets
• Establishing good working relationships with clients 

You will also; 

• Take details of any problem or service requirement from clients even if they fall outside of your remit – then escalate these appropriately to the relevant team
• Take ownership of tickets as appropriate and continue to own the task until completed even if elements of the work are delegated to others
• At times, be required to work out of the Office, at Client sites or our Core site. This will require travel possible overnight stays and has potential for working out of office hours
• Check for work-related emails, messages and calls from colleagues or clients out of regular office hours (evenings and weekends), especially following any significant project or support activity, to ensure client requirements are met and colleagues are supported 

In addition you will have the following higher-level responsibilities: 

• Testing and evaluating any new tech/applications/processes
• Training of new employees
• Being an escalation point for your 2nd and 3rd Line colleagues
• Problem ticket management conduct root cause analysis 
• Project Work
• Ticket queue management, prioritising and allocating work as necessary
• Maintenance of technical documentation
• Keeping yourself informed of all on-going projects and multi user impacting issues 

In addition you will have the following 3rd Line Team Leader responsibilities: 

• Monitor workloads & encourage your team to ensure and client SLAs are met
• Help your team members to organise their own workflow by sharing best practice and ensure team members and colleagues understand their duties and tasks 
• Set clear goals for delegated work in line with business requirements, in ways that comply with FluidOne Chorley’s plans and vision 
• Proactively manage the availability of your team for dealing with incoming work (via phones and triage), encourage your team to prioritise work to meet client expectations
• Identify opportunities for development and progression, both as a team and for individual member
• On-board new team members with a focus on consistency and best-practice
   

Requirements: 

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external clients (up to senior management levels, using appropriate and professional language)
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and to carry out tasks to completion within parameters and instructions given, prescribed routines, and standard accepted practices
• Proven experience in an IT Support Role and Team
• Must follow all integrated ISO management systems, be aware of and comply with all ISO data security systems at all times.
• Ability to maintain regular, punctual attendance 
• Must be able to talk, listen and be clear and concise in all telephone and written communications
• Must complete all necessary paperwork and administrative tasks as required by your work including timesheets, expenses, ticket notes and all peripheral administrative tasks for this role in a clear and accurate manner
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations. 

Disclaimer: 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. 

Benefits after probationary period:

• Subsidised health and dental care  
• Employee Assistance Programme (EAP) 
• Life assurance (3x salary) 
• Discount platform  
• Pension contribution – 5% company contribution 
• Generous holiday entitlement 
• One day off for birthday 
• Half price internet connectivity 
• Ride2Work scheme 
• Department incentives 
• Volunteer day scheme 

Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.