Team Lead

1 week ago


Bracknell, Bracknell Forest, United Kingdom Connect44 Full time

Position Overview
:

Connect 44 are looking for a Team Lead to join our Service Desk Team based in Bracknell

Job location:
United Kingdom, Bracknell, Berkshire***
Available Positions:1 position

Job type:
Permanent

Job Ref

Number:


TLSDBO
Description

  • Work as part of a split shift pattern (6am 3pm / 10am 7pm weekdays + weekend work requirements).
This role also offers an 1 day a week Apprenticeship Course (Level 3 Management)

  • Manage a team of Service Desk personnel, responsible for the processing of Site Access Permit requests on behalf of a major Telecommunicates Site Provider.
  • Jeopardy management work closely with the team to ensure highrisk tickets are processed before they breach their respective SLA.
  • Proactively assign tasks and tickets to personnel based on the priorities of each shift.
  • Lead shift kickoff and closing / handover calls to ensure continuity between shifts and ensure the targets / tasks for the days are understood and reviewed.
  • Handson participation in processing tickets during highvolume periods.
  • Available as part of management oncall rota.
  • Manage customer escalations and Landlord communications relating to challenging site access requests
  • Support with Automation initiatives to improve operational efficiency.
  • Report on relevant SLAs / KPIs in relationship to the agreed levels where required.

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