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Technical Support Lead

IT/Technical & Product Development
Reed Business Information
REE00C16 Requisition #

Reed Business Information is looking for an experienced and dynamic 2nd line support team leader to join their talented and highly valued IT department of 130+ people. Working from our head office in Sutton but managing an international 2nd line team of 9 people, this would be an excellent opportunity for someone who’s already managing a small team but wants to further their career by stepping up into an enterprise environment of 8000+ end users.


For this role, you will need be a highly motivational and strong communicator who gets on well with others and someone who understands the importance of good customer service. You must also have good attention to detail, be reliable and highly organised.


Overview of responsibilities

  • Delivery of quality 2nd line on-site IT support across the UK and Europe and APAC.
  • Cross-platform support, Windows and Mac
  • Responsible for the day to day performance of 2nd line analysts ensuring that SLAs are met
  • Maintaining your team’s training and development plans
  • Monitor the team’s activities and reassign tasks to balance workloads
  • Provide guidance and technical assistance to your team
  • Ensure all team relevant processes are documented, made available and adhered to
  • Liaise with 1st line service desk analysts and 3rd line senior support specialists
  • Work with technical project teams to ensure that new projects and products are understood and documented ready for go-live.
  • Continual assessment, maintenance and improvement of knowledge articles.



Required Skills / Experience


·       Fluent in spoken and written English, with above average communication skills

  • Proven experience of leading/supervising a technical team, and managing the workloads of others
  • Demonstratable understanding of the ITIL Framework and service desk procedures
  • Previous experience working in a 2nd line support team
  • Ability to deliver BAU activities as well as project work
  • The ability to build relationships at all business levels and to articulate IT issues to a non-technical audience
  • A genuine passion for excellence in service and care
  • Good analytical skills to solve problems and identify areas for improvement


The role provides an opportunity for the right candidate to benefit from continual growth in all aspects of IT and will assist the IT Operations Manager in delivering support across the enterprise, acting as a point of escalation for the team and customers. The 2nd line team leader is responsible for working with their global counterparts to help set direction, vision, and strategic planning for support across the enterprise.


In order to be suitable for this role you must have previously worked in a technical IT support or helpdesk role with experience overseeing, mentoring and leading a team. It is essential to have broad technical knowledge covering as many of the following as possible: Windows 10, Office 365, MacOS, Exchange, PowerShell, Citrix, Azure, networking. The ideal candidate will also have some industry relevant certifications such as IT degree, MCP, MCSA, MCSE, ITIL or similar, however this is not essential.


The Company:

Part of the $10bn FTSE100 RELX Group, Reed Business Information (www.reedbusiness.com/uk) is a globally renowned data analytics and information company. We are a technology driven organisation and with an international portfolio of leading online brands and offices from California to Singapore, we are listed amongst the World’s top-100 “online superpowers”. Reed Business Information brings market leading brands to an audience of millions of decision makers worldwide through its multi-platform media of data services, online lead generation services, community websites, magazines and events. Reed Business Information, a division of RELX, is an Equal Opportunity/Affirmative Action Employer.


RBI Benefits Package:

·      Pension Scheme

·      25 Days Holiday

·      Paid Charity Days – 2 days per year

·      Life Insurance (4x salary)

·      Save As You Earn Share Scheme (SAYE)

·      Competitive Salary

·      End of year salary bonus




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