IT Services Team Leader (24×7 Shift)
Job Summary
IT Services Team Leader (24x7 Shift)
Based - Milton Keynes
We are seeking (x2) New IT Services Team Leaders, to drive and support a hugely important and importantly a “Brand New” Business win for the client.
Covering a 24x7 shift, you will be Leading a small team of IT Professionals, to ensure and maximise customer satisfaction by working in partnership with them to deliver high quality services in a professional and efficient manner.
To develop the specific function, capability and offering of the Operational Services and take responsibility for all operational aspects of the service delivered. To support, develop and mentor the operational teams in order to drive a high level of productivity in day to day operations. To ensure the operational teams have clear business objectives and deliverables in order to drive high levels of Customer Satisfaction and quality of service.
Roles Responsibilities
• Operational Management; Duties to include time on task quantity, adherence to process resource scheduling including rota administration, pipeline management, management and administration around the non standard technical request (NSTR) and business as usual processes (BAU) for the team
• Escalations management; Assist in resolving any Level 1 escalations due to the technical service line teams failure to delivery any BAU services, process systems.
• Commercial Administration; To include responsibility for, monitoring approving overtime, standby, expenses and administrating standard pay systems (CATS) processes.
• General Administration; To include facilitating and running team meetings, recruitment requests, headcount forecasting, Starters Leavers process., HPIS Attendance Management
• Technical Operational Process; Responsible for Maintenance and Administration of the team technical operational process, which includes; skills matrix, customer access matrix, asset register, SAP, Non technical capability analysis training plan.
• Continual Improvement; Responsible for the facilitation and management of all Corrective Actions Plans aligned to the Section as well as support and provide input into any Service Improvement Plans owned and managed by CS, utilising the team and Tech Lead where required.
• Where appropriate facilitate a working relationship with the CC service management team in relation to technical service delivery, systems processes
• Ensure that the appropriate customer access is in place for staff. This will include new and in life customers.
• Review, monitor, measure and provide overall technical governance for the Service Integration process, costs, quality and delivery through transition transformation projects.
• Contribute to the PL Management Process
• Performance Management; To include but not limited to; Objective setting, measurement, monitoring, productivity and appraisal of staff. Regular feedback via 121s, talent management, performance standards and performance improvement plans.
• Discipline; Adherence to all relevant legal, company organisational HR policies procedures
Key Requirements
• The ability to demonstrate an knowledge of all aspects of Technical Service Desk Infrastructure Operations services
• The ability to demonstrate managing service and performance through operational teams
• Experience of leading and managing a customer service function within a large organisation.
• Experience in managing IT Services driven SLA’s as well as internal KPI designed to drive productivity and efficiency
• Previous experience of managing a team of 8+
• Excellent communication skills at all levels along with building and maintaining relationships at all levels with customers, account teams and staff
• Demonstrate knowledge of people and operational management issues.
Desirable:
• Previous experience of working on a Shift Rota
• The ability to demonstrate experience in a customer facing role within the IT industry
• A Service Management qualification preferable ITIL
• Business Knowledge and commercial awareness
• Demonstrate experience and understanding in an IT industry
****Applicants must have the ability to undertake Security Clearance (SC)****
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