Team Lead

2 weeks ago


Bracknell, 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 high-risk tickets are processed before they breach their respective SLA.
- Pro-actively assign tasks and tickets to personnel based on the priorities of each shift.
- Lead shift kick-off and closing / handover calls to ensure continuity between shifts and ensure the targets / tasks for the days are understood and reviewed.
- Hands-on participation in processing tickets during high-volume periods.
- Available as part of management on-call 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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