3rd Line Team Leader
5 months ago
**About the role**
The 3rd Line Team Leader will be a highly technical person who can lead and inspire a team of senior technical staff within our Service Operations team. You will be responsible for overseeing day-to-day 3rd Line Service Operations and delivery of support to users across the business, monitoring and reporting of Service Desk KPI data to ensure service levels are consistently delivered, as well as acting as a technical escalation point for all tiers of Service Operations. This will be delivered through a mix of BAU service and project tickets and will be aligned to Service Operations KPIs/deliverables.
**Responsibilities**
Manage a team of 3rd Line Engineers and prioritise BAU, project, and operational work efforts across the business, including:
- Managing the recruitment, retention, and career development of the team to ensure
departmental and individual objectives are met.
Development of KPIs in alignment with overall KPI objective and deliverables.
Performing regular performance reviews (including PDPs) for all team members to ensure consistent delivery against established KPIs.
Effectively manage resources to ensure the delivery of all objectives, including requesting temporary resources outside of the team to assist in critical/time sensitive deliveries.
Demonstrate commercial awareness by liaising with Account Management and CSM to make recommendations to upgrade/improve service(s) (such as removing EOL hardware/software, additional/increased resources, alternative solutions, etc.)
Develop and provide regular MI reports to key internal stakeholders to show progress on implementation and team performance against established KPIs.
Participate in creating and maintaining documentation to be used by all technical resources within the business.
Perform daily management of 3rd Line queues to ensure:
- Tickets are updated in a timely manner (in accordance with established KPIs/Targets.)
Workloads are correctly reviewed and balanced through the fair distribution of service
tickets/requests (or other ticket types.)
Resolution KPIs are consistently achieved by all members of the team.
Act as an escalation contact for P1 and Major Incident tickets, either by acting as the technical resource for the incident or mentoring your team to provide clear and consistent communication.
Perform regular quality assurance tasks to review the quality and handling of tickets within your team, including:
- Regular review of inbound/outbound call for etiquette and professional standards.
Analysis of tickets within your team to ensure meaningful updates are provided in a
timely manner on all tickets.
Provide reporting on quality metrics as well as recommendations for improvement.
Collaborate with other resolver groups to build strong working relationships and to encourage knowledge sharing.
Pro-actively participate in Continuous Service Improvement (CSI) by:
- Promoting a culture of innovation and encouraging idea and knowledge sharing.
Encouraging open and honest feedback on processes and operations.
Provide data-driven decision making by using facts, metrics, and data to guide strategic business decisions that align with goals, objectives, and initiatives.
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