Job expirat
We are looking for intelligent, friendly people, with strong technical background and proven abilities for people management. The perfect candidate has 2+ years’ experience in managing a technical delivery team, within a company where IT operation is critically important for end users and is comfortable delivering under hard deadlines. The Technical Group Leader undertakes line management role for the 2nd and 3rd line teams within Romania offices, reporting into the IT Operations Manager. The main responsibility areas are staff development, performance management, coaching, resourcing and scheduling.
Performance Management and Staff Development
Ensure team and individual KPI targets are achieved
Regularly evaluate staff performance through performance reviews (at least once a year, every six months recommended)
Lead by setting a good example (role-model)
Observe and raise training needs for the team, coordinate the training / coaching where needed
Client Relationship
Management escalation point for the team
Liaises with Service Delivery Managers for functional escalations
Get involved in complaint management for addressing individual performance issues
Resourcing / Scheduling
Schedule team shifts according to service levels, staff skill sets, workload trends and leave time
Work with IT Operations Manager to efficiently manage team’s time and balance service call duty versus other activities (specific projects, trainings, meetings, events)
Service Delivery
Ensure staff are properly trained and briefed to deliver support services to customers
Ensure collaboration between 2nd and 3rd line teams and facilitate escalation to technical leaders
Work with Incident Managers with respect to ensuring that the team follow the incident management process and correct any issues
Mandatory skills:
Strong written and verbal communication skills in both English and Romanian – successful applicants should be able to communicate well at various levels within a business and with end-users of various skills and experience
People oriented – able to manage different personalities and take appropriate actions for handling potential conflicts within the teams
Experienced with trouble-ticketing and business critical systems support
Experienced with common Microsoft desktop applications
Knowledgeable with virtualization platforms and techniques (Hyper-V, VMware)
Good understanding of the principles behind Active Directory, DNS, local client networking, and both client-server and hosted web-based bespoke applications
Desirable skills:
Familiar with IT security standards and concepts
Familiar with basic network connection diagnostics
Familiarity with ITIL concepts and practice (certification is a plus)
Training and development within Endava University
Opportunities for training and working abroad
Competitive salary package
Sport package
Medical insurance
Team-building activities
Endava is a well-established IT Services company, with over 600 staff operating from our headquarters in London and offices in the UK (London, Oxford), USA (New York), Romania (Bucharest, Cluj-Napoca, Iasi) and Moldova (Chisinau).
We design, implement and manage business-critical systems and digital services for the financial services, telecommunications, media & entertainment and professional services sectors.
Endava is a fast growing organisation where you will find an international environment and rewarding opportunities. You will be involved in challenging projects for some of the world’s leading companies and use proven technology practice.
We always aim to attract the most talented IT professionals as well as experienced business specialists. We foster an environment of learning and sharing, encouraging our staff to develop relevant skills and increase performance. We value proactive professionals and support them in developing their leadership talent.
