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TECHNICAL SUPPORT TEAM LEAD

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Custodia is a fast-growing SME with a global presence, based in Knutsford, Cheshire, specializing in the Financial Banking sector. We are seeking a dynamic and experienced Technical Support Team Leader to join our expanding team. This is a critical leadership role, responsible for managing and driving a team of Level 1 and Level 2 support experts. This is an exciting opportunity to work onsite and make a significant impact on innovative projects involving mission-critical systems in a 24-hour operation environment.

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KEY RESPONSIBILITIES

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  • Leadership and Management: Provide strong leadership to the support team, setting clear goals, expectations, and performance standards. Inspire and motivate the team to achieve high levels of customer satisfaction and operational excellence.

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  • Team Development: Mentor, coach, and develop team members, fostering a culture of continuous learning and professional growth. Conduct regular performance reviews and identify training needs.

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  • Support Operations: Oversee the day-to-day operations of the support team, ensuring that all incidents, service requests, and technical issues related to mission-critical systems are resolved efficiently and within agreed SLAs in a 24-hour operation environment.

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  • Escalation Point: Act as the primary escalation point for customers, ensuring that their concerns are addressed promptly and effectively, maintaining a high standard of service.

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  • Service Ownership: Take ownership of the services provided by the team, ensuring they align with business objectives and meet customer expectations consistently.

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  • Strategic Planning: Collaborate with senior management to develop and implement support strategies that align with the company’s objectives and drive continuous improvement in service delivery.

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  • Stakeholder Engagement: Serve as the primary point of contact for key stakeholders, ensuring effective communication and collaboration across departments to address support-related challenges.

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  • MS Azure Expertise: Provide high-level support and guidance on MS Azure infrastructure and systems, ensuring optimal performance and reliability.

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KEY REQUIREMENTS​

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EXPERIENCE

 

  • Minimum of 5 years in IT support roles with a focus on MS Azure, including at least 3 years in a leadership or management role.

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  • Proven track record in leading and managing technical support teams, with a strong emphasis on leadership and people management skills.

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  • Experience with mission-critical systems and a demonstrated ability to handle high-pressure situations.

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  • A background in telecoms platforms as a service or communication would be an advantage, particularly in managing cross-functional teams and stakeholder relationships.

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TECHNICAL EXPERTISE

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  • Proficiency in SQL Server administration and troubleshooting.

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  • Strong knowledge of Azure cloud services.

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  • Experience with orchestration platforms (Kubernetes, Openshift, Azure Kubernetes Service).

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  • Hands-on experience with Infrastructure as Code (IaC) and Automation Tools (Terraform, ARM, Ansible).

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  • Familiarity with CI/CD tools such as Git, Jenkins, and Azure DevOps.

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  • Proficiency in virtualization technologies (VMware, RHVKVM, Hyper-V, Oracle VM) and private/hybrid cloud platforms (RedHat CloudForms, RedHat OpenStack, VMware vRealize).

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  • Strong understanding of Operating Systems (Windows, Linux), networking (network stack, protocols, routing), and network security.

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  • Knowledge of application security, security protocols, cryptography, and experience with relational and NoSQL databases.

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SKILLS

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  • Exceptional leadership, management, and team-building abilities.

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  • Excellent communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.

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  • Strong problem-solving skills with a proactive approach to managing challenges.

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  • Ability to prioritize and manage multiple tasks in a fast-paced, dynamic environment.

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ADDITIONAL REQUIREMENTS

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  • Candidates must be eligible to work in the UK as our client does not have a license to sponsor visas.

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  • Must have a valid driver’s license and access to a car.​

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WHY JOIN US

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  • Take on a critical leadership role within a rapidly growing SME with a global presence in the Financial Banking sector.

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  • Lead and develop a high-performing technical support team operating 24 hours a day in a supportive and innovative environment.

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  • Work on mission-critical systems and contribute to exciting and impactful projects that drive the success of the business.

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To apply for this role, please send a covering letter and CV to careers@custodiatechnology.com

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