Shift Lead – Technology Support – United States of America

The role of Shift Lead – Technology Support sits within the Technical Operations Centre (TOC) as part of the wider IT department at Stats Perform. The TOC is responsible for first and second-line support of all back-office and client-facing technology platforms and services. This covers a vast array of cloud and on-premises services, using both third-party and proprietary platforms. TOC are the first to react to issues escalated by client support teams or directly by employees and, in most cases, will resolve them first-time. If an escalation is required, the TOC take the lead, provide detailed triage, and follow the issue to resolution. TOC works hand-in-hand with Customer Operations teams as well as third-line IT, Engineering, Video and Architecture. We work 24/7 across three shifts to provide the level of service that our clients and workforce demands of us. 

 

Shift Lead – Technology Support forms part of the management structure for the TOC – they directly manage a team of Technology Support Analysts and take joint responsibility for the service provided by the team. Reporting to the TOC Team Leader, Shift Leads help to organize the day to day running of the team and drive continuous improvement initiatives. Their role sees them as the point of escalation for issues that arise during an appointed shift – helping to remove blockers and communicating to those affected. Shift Leads manage through people; they know the team’s success depends on a highly functioning unit. They focus on supporting their team and getting the best from them. Shift Leads believe in great service; they lead by example and continually seek improvement. 

 

What we need from you..

 

Shift Leads are capable analysts themselves, but have additional responsibilities: 

• Organizing shift patterns and rotas 
• Producing and analyzing performance reports 
• Taking the lead on high priority incidents 
• Communicating to stakeholders 
• Acting as the point of escalation for the team 
• Driving down the incident/request backlog 
• Managing a team; performing reviews, setting goals, training employees 
• Helping to recruit and onboard new analysts 
• Reviewing support articlesTOC Technology Skills 

The TOC has a combined skillset across various technologies, do you have experience in any of the following areas that will bring added value to the team? 

• Server administration and support for Windows and Linux, Apache 
• Microsoft administration and software support including AD, Azure AD, Microsoft 365, Teams, SharePoint and software. Single sign-on and MFA support. 
• Device management through Intune and Jamf for Mac estate. 
• Mac and Windows desktop support 
• Mobile application support for iOS and Android 
• Database experience, including SQL, MySQL, Oracle, Python 
• Scripting languages: CSH, Bash, Perl, · AWS – EC2 ELK Stack etc. 
• Logfile analysis 
• Monitoring tools: Checkmk, Nagios, New Relic, PagerDuty, SolarWinds 
• Network support and troubleshooting 
• Video technology support 
• Atlassian – Jira & Confluence 

 

GREAT IF YOU ALSO HAVE.. 

• Vision; to understand what great services looks like and how to provide it 
• Managerial skills; a capable manager with the ability to motivate a team 
• Communication; knowing how and when to get the message across effectively 
• Adaptability; to cope with changing requirements and a complex environment 
• Dedication; buy-in to the shared goals and never stop pushing 
• An analytical mind; to solve complex problems 
• Confidence; to own the issue and follow it through 
• Calmness under pressure; to deal with urgent issues and demands 
• Empathy; to understand the position of those you are helping 
• Organization; to get the team working efficiently 

Non-functional skills… 

• 3 (or more) years’ experience in a technology support role 
• 1 (or more) years’ experience in a management/leadership role 
• A broad understanding of enterprise technology (networks, platform, database, security, data centre) 

Ideally you will also have: 

• An ITIL certification 
• Experience with ServiceNow 
• Experience with monitoring tools 
• The ability to work in, and administer, Microsoft 365. 

 

Stats Perform is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.