Team Leader
6 months ago
**Location**: UK - Cust. Site ENG |
**Job-ID**:205168 |
**Contract type**:Standard |
** Business Unit**: IT Service Desk
**Life on the team**
Working as part of the Delivery Leadership team for the account(s), normally reporting to a Customer Delivery Manager or Delivery Lead. Working from the main Canary Wharf site, you will be a key team member supporting and guiding and leading a smaller team of analysts working to achieve key SLAs and KPIs.
The team operates as part of the customer’s structure you will also interact with the client’s I.T wider team, key suppliers, and stakeholders.
Within Computacenter, you will also be part of a wider community of Delivery Leadership Team Leaders, Customer Delivery Managers and Delivery Leads and will have the opportunity to actively contribute to wider in-country Delivery initiatives.
**What you’ll do**
- Onsite Engineering team Management, coordinate and disseminate workload and tasks.
- Training, coaching and mentoring team members, includes 1-2-1 meetings.
- Interact and collaborate with HSBC Service Desk team.
- Ensure SLA attainment.
- Daily Call Queue Management
- Manage customer expectations. Includes customer escalation, management, and resolution.
- Identify Continual Service Improvement opportunities.
- Data and trend analysis
- Team cost and time capture
- Complete tasks and able to prioritise as needed in order to meet and achieve deadlines.
- Can work proactively, independently and is flexible.
- Escalation points for both the customer and for the Engineering team
- Contribute to weekly operational calls.
- Produce contractual and Ad-hoc reporting.
- Provide general support to the account and the services teams.
- Work with multiple teams across Computacenter and Computacenter entities.
- Attend and chair account/team meetings as required.
- Understand and adhere to policies and procedures.
**What you’ll need**
- Has a proven track record of team management or Service Desk Management
- Working Service desk experience
- Conscientious and self-motivated
- Experience of ServiceNow would be hugely beneficial.
- Good administrative experience and attention to detail, ensures accuracy of data.
- Provides quality data and MI for reporting.
- Demonstrates cost control and ability to work against budgets.
- Excellent customer service skills
- Excellent Interpersonal, literacy and numeracy skills
- Builds effective relationships at all levels, both internally and externally
- Ensure, maintain, and complete Continuous Service Improvement
- Able to work independently, within a virtual team environment, or face to face as required.
- Quick learner and able to think outside the box.
- Demonstrates and capable of working under pressure and against strict deadlines.
Ability to work/act as a deputy in the absence of Delivery Manager
**About us**
With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.
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