2nd Line Technical Support Lead – Branch Network

Summary

Salary: Competitive salary and package

Grade: 3A

Reporting Line: 2nd Line Support Manager

Contract Type: Permeant

Location: Chesterfield or London

What to expect

Here at the Post Office, we’re steeped in tradition, but we’re going places.

As an IT 2nd Line Technical Support Manager for the Branch Network, you will join us on our journey and undertake a truly valuable role where you will take ownership of Branch IT Network incidents, focusing on incident resolvers, escalations and gaps in service. The manager will be a strategic thinker with strong leadership skills and experience in managing complex IT management environments, building strong relationships with internal\external suppliers and stakeholders.

You will be developing and managing Continual Service Improvement Plans including working with business stakeholders and feed into future strategy and create processes for current gaps in service

This role offers you an opportunity to build and maintain strong relationships with cross function teams, external and internal suppliers, and the Branch Network\Stakeholders.

What we can do for you

Our people are the driving force behind our business, we are proud of the energy, commitment and customer focus we have in common. In addition to the competitive salary we offer, in return for your hard work, you will also receive:

• 27.5 days annual leave that increases with tenure
• Up to 18% on target bonus opportunity
• Car allowance
• Generous pension contribution
• Life assurance
• Income protection after 12 months service
• Full support from our employee assistance programme and access to our employee benefits platform
• Ever-evolving learning and development opportunities

At Post Office our commitment to embracing diversity extends beyond just words, we actively foster an inclusive workplace culture that values the unique perspectives and contributions from all colleagues. We believe that Equity, Diversity, and Inclusion is not only important but essential to our success and growth; our priority is building a business that represents the communities we serve across the nation. We are an equal opportunity employer, and we embrace our employees’ differences; Post Office wants people from all walks of life working here and we welcome your application. That’s how we build Everybody’s Business.

What you’ll need to succeed

You will have background and understanding of Installing, testing, maintaining and repairing Network equipment and software. As a 2nd Line Support Lead you will be supporting employees and retail sites with Network issues and processing knowledge of configuring new software and retail hardware. You will have:

• Knowledge of Change and Release processes to ensure a full understanding of changes to services and possible reasons for incidents.
• Experience in diagnosing Network faults and escalating specialist problems.
• Proven and extensive experience of service management & application production support with knowledge of service recovery, incident and problem management.
• Retail release management understanding.