• Technical Team Manager - Windows

    Location(s) UK-Greater London-Hayes
    Req #
  • About Rackspace

    Rackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people – we call them Rackers.  We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry). Are you a Racker? Join us!


    More on Rackspace


    Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

    Overview & Responsibilities

    Rackspace are seeking a leader for our established Windows System Administration team. The successful candidate should have strong operational, leadership and technical skills to lead a team of technical support engineers. Individuals will work with our internal teams to deliver operational excellence to our customers.


    To be successful in the role you must demonstrate effective management of all aspects of a team within Enterprise including;


    • Delivery of optimal customer service – Fanatical SupportTM
    • Minimisation of downtime via proactive technical intervention
    • Technical and customer facing development of all members of the team
    • Rapid and effective fault fix processes
    • Continual Process review
    • Management of team bonus and commissions structure
    • Setting team targets and managing/monitoring performance accordingly
    • Maintaining a motivated, engaged team
    • Management of second level escalations providing timely resolutions and implementing action plans as required
    • To present and promote Rackspace to existing customers  through meetings and visits
    • To create and maintain a skills matrix of the team and deliver training plans for individuals.
    • Carry out regular performance reviews and objectives setting, including regular 1:1 sessions.
    • Ensuring integration of new team members, including development of Rackspace culture.
    • To create a close working relationship with the Enterprise leadership team in both the UK and US
    • Management and development of a team of Systems Administrators
    • Second level escalation
    • Proactive recommendations of systems architecture review and improvements.
    • Process review and improvements.
    • All products fully supported in line with Rackspace standards
    • Adherence to Industry recognized standards.


    • Technical background in appropriate fields and appropriate technical qualifications
    • Operational Team Leadership experience within a mission critical environment desirable.
    • Demonstrable track record of providing exceptional customer service, Customer relationship management skill
    • Exceptional people skills, the ability to engage and motivate staff
    • Drive to succeed, exceptional organizational skills
    • Limited budget management, cost conscious, business acumen
    • Mentoring, coaching and training
    • Exceptional communications skills, written and interpersonal
    • Demonstrable ability to setup, lead and deliver projects
    • ITIL Certification preferred