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L3 Service Operations Team Lead
2 weeks ago
L3 Service Operations Teams Lead - Up to £60,000 - Hybrid
The Level 3 Service Operations Team Leader is responsible for managing daily operations of the Level 3 Service Operations Team, managing the team, representing the team to other stakeholder’s and helping to ensure that the team and its services are constantly developing and improving.
The Level 3 Service Operations Team Leader will work closely with other Service Operations Team Leaders in the Service Operations Area to ensure that all ETS service teams are providing a consistent, standardized and amazing support experience.
Role and Responsibilities:
- Managing and developing the Service Operations Level 3 Team to meet ETS customer service standards and standard operating procedures. Managing team to ensure D / W / M tasks are complete
- Developing and training the Service Operations Level 3 Team and develop support documentation to assist with managing incidents and requests
- Reporting and monitoring the Service Operations Team’s performance (tickets, call quality, customer sat etc.) as per standard operating procedure
- Recruiting, interviewing, on boarding and performance management of Service Operations Team members
- Scheduling and resourcing the Service Operations Team to meet customer demand
- Trend analysis to detect continuous improvements, automation and shift left opportunities
- Provide metrics based on customer access channels to help us drive our preferred channels
- Engage with other Service Operations Team Leaders across countries and regions to ensure a consistent service is provided across all ETS services
Essential Skills and Experience:
- Minimum 5 years’ experience working within a technology support context
- Minimum 2 years’ experience working as a leader or manager within a technology support context
- Minimum 4 years Administrator/Engineering experience in an XYZ environment
- Experience working within a commercial business preferred
- Experience working with Service Now preferred
- Experience with M365, Windows, Citrix environment preferred
- Experience working within a distributed environment like retail or banking preferred
Package:
- Circa £60,000
- Discretionary bonus structure
- + Excellent benefits
- Hybrid (3x week in Wimbledon, London)
L3 Service Operations Teams Lead - Up to £60,000
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