ESP Global Services

Shannon, IL, USA Remote / Work-at-Home /WFH

Feb 23

This job is no longer accepting applications.

Senior Airport Technical Team Leader, IT

ESP Global Services are currently recruiting an Airport Team Leader to join our team at Shannon Airport. We are a managed service provider for IT support and infrastructure solutions where we support clients, worldwide, 24/7. To act as the main day-to-day technical contact at Shannon Airport and provide day-to-day supervision and team leadership, assigning all customer incidents and service requests across the team, and ensuring that all tickets are responded to and resolved promptly to defined operating procedures and within contractual service levels whilst achieving high levels of customer satisfaction. This role requires hands on technical expertise as well as strong administration skills
We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service.

A snapshot of what you will be doing;

To lead day-to-day performance, productivity, utilisation, and workload planning for a team of ESP Service Desk and Airport engineers.

Act as a single point of contact for Service Management issues.
Supervise and undertake project work such as equipment refreshes and new installations
When required, provide backfill for engineer absence.
Be the central point of contact for network, server, and datacentre activities.
Proactively review areas affecting operational efficiency, identify and deliver process change improvements resulting in tangible service improvements.
Ensure that all customer escalations are successfully resolved and ensure that key stakeholders are updated regularly with progress in a timely manner
Supervise the day-to-day resource plan and forecast to ensure that sufficient resources are available on a daily basis and implement any required roster changes, so that contractual service levels are maintained for our customer.
Provide line management and technical leadership and direction to the Airport Engineers & Technicians
Ensure all annual leave, sickness absence, training, overtime, and expenses are correctly booked and recorded or claimed.
Monitor team performance to ensure that the team are following known, agreed processes for resolving issues, and ensure that escalated issues are successfully resolved.
Prepare reports required by the business regarding operational site performance.
Ensure that all operational activities comply with health and safety standards skills / experience required

What we are looking for;

At least 5 years' experience required in an Airport / IT operational role to perform fully and effectively in the job
Experienced in maintaining and deploying IT Hardware.
Wintel and Windows Server infrastructure experience
Previous experience in supporting Windows Servers 2012/2016/2019.
Support for MS Server Products
Network Administration (Cisco)
Clear understanding of Virtual environments
Datacentre Administration
Line management experience
Excellent interpersonal / customer facing skills
Full UK driving license
ESP offers a competitive basic salary plus + pension, life assurance and access to ongoing training and career development.
Hours are Monday – Friday 9am – 5.30pm
Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.
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