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Operations Team Leader

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Operations Team Leader

Posted 15 days ago

Join the Access Family and see how we make software ideas become a reality!

Our core value of ‘Love Work, Love Life, Be You’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day and help us continue to grow.

We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.


 What are we all about?

At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit’s to Construction, and many more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

About you:

Working pattern: 8 hours shift covering Overnight Support Hours (Mon-Fri - 23:00-11:00)

Reporting to the Head of Support, you will be leading the team which is responsible for providing customer contact for incidents, service requests and changes as required through customer voice, portal and email channels.

Day-to-day, you will:

  • Be in charge with the operational maintenance, performance and improvement of the MSP platforms and associated services.
  • Be responsible for a team consisting of 6 1st Line and 2nd Line support engineers. You will work seamlessly with counterparts in the UK to be clear on roles and responsibilities.
  • Ensure proactive monitoring, alerting and real time service health is managed and drive preventative action to protect customer services.
  • Build and deliver an estates view of the MSP services, with clear focus on supportability, capacity and asset management.
  • Manage directly the local team, including hiring, development and career planning, shift planning and our Employee Success Plans.
  • Ensure the teams are available to deliver the required 24x7 working patterns in alignment with the UK team.
  • Define and deliver operational run books / play books for core services and ensure upskilling and knowledge sharing is in place.
  • Play a key role in defining, governing and delivering the forward schedule of change at a customer and a platform wide level.
  • Be responsible for driving SLA and associated KPI performance alongside individual and departmental goals.
  • Identify key trends and service impacting events to enhance our problem management capability.
  • Take ownership for specific projects and departmental priorities as part of the extended leadership team.
  • Directly engage with customers in response to incidents and urgent requests, if necessary.
  • Ensure a major incident process is adhered to and executed outside of UK hours

As a well-rounded Operations Team Leader, your Skills and Experiences will likely include:

  • Previous experience in leading a technical operations team in a 24x7 environment.
  • In depth knowledge of service basics and IT platforms, applications and underlying infrastructure.
  • Whilst not necessarily hands on, a strong level of technical understanding is required:
    • MS Active Directory and MS365 (Essential)
    • Windows Desktop OS (Essential)
    • Windows Server Operating Systems (Essential)
    • Citrix Environments (Essential)
    • Application support of applications from major vendors such as Microsoft, Cisco, Citrix, VMWare, VEEAM etc (Desirable)
    • Enterprise monitoring such as Solarwinds (Desirable)
    • Hardware troubleshooting of both desktop and server hardware. (Desirable)
  • Proven Customer service skills with direct customer contact.
  • Knowledge of supporting VDI environments (Desirable)
  • Excellent written and verbal English communication skills.
    • Experience of working to SLAs and KPIs and to be able to accurately describe their importance.
    • Proactive thinking with Problem management and Problem solving
  • People centred leadership style who leads by example.
  • Ability to lean into technical issues and roll your sleeves up when needed.
  • Positive, enthusiastic and supportive individual.
  • Ability to take ownership of and progress incidents to resolution.
  • Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.
  • Ability to work under pressure and apply existing knowledge to unknown areas.
  • Ability to work in a team and to support team members.
  • Structured troubleshooting skills and inquisitive nature.
  • Passionate, professional, with a ‘can-do’ attitude at all times


What does Access offer you?

We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

In addition to our standard benefits of 25 days holiday and a competitive salary, you will get:  

  • Private Healthcare
  • Private Life Insurance
  • Christmas Bonus
  • Referral Bonus
  • Meal Tickets
  • 7 Card gym membership paid by the company


At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be who we are looking for.

We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun!

What’s holding you back? Come and be part of our Amazing Access Family!

Love Work. Love Life. Be You.