Customer Services Team Leader
Team Leader - Customer Service
Milton Keynes
We are seeking a Team Leader to manage a new team of IT Service Desk Analyst to provide the agreed support services to multiple locations across the UK. The successful applicant will have experience in leading and managing a team in delivering services to blue chip customer, in line with agreed SLAs and KPI’s. Hours are 7am – 7pm.
Roles Responsibilities
People Management and Development
• Manage the workflow and resources of the team to meet the client’s contractual obligations
• Monthly 121’s, Coach, develop and motivate the team and team members to achieve their full potential
• Manage the sickness, vacation and training levels within the team in order to optimise productivity and quality standards
• Conduct and participate in the recruitment, selection and induction process
• Ensure that all staff comply with all company department and customer policies and procedures, to include being available to help address personal issues that may affect performance at work
Operational Management
• Ensure optimal service delivery and that SLAs are constantly achieved
• Be available to deal with user and customer enquiries and escalations
• Recommend service improvement activities and assist in their deployment
• Effectively use Service Support Center’s technology, including but limited to Hi-path, Productivity database and Toolsuite to manage customer satisfaction and quality
• Establish a thorough working knowledge of contracted service provision agreements
• Taking on new products and Services into the BAU operations and making sure required knowledge is captured and documented
Key Requirements
• Excellent individual / interpersonal management skills and experience in managing a team (14 people)
• Strong understanding of resource and SLA management within IT services
• Ability to plan, organise and fully utilise internal and external resources
• Excellent communication skills
• Influencing and negotiation skills
• Good written and oral communication skills
• Flexible and Adaptable to change
Skills Desired
• ITIL Foundation Certification
• Experience in a taking on new services and products into BAU operations
• Asset management process’s
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