Noc Supervisor

**Job details**:
**Posted**

31 January 2023

**Salary**

£40000.00 - £55000 per annum

**Location**

Birmingham

**Job type**
- Permanent**Discipline**
- Manager**Reference**

BBBH90686_1675186778

**Contact Name**

Grace King

**Job description**:
Day-to-day you'll be accountable for the below across all products (WAN, LAN, Wi-Fi, Security):
**Deliver an outstanding customer service experience through proactive communication and ensuring the availability of customer services**
As key technical points of contact for resolving customer technical requests, ensure the team act as ambassadors for the company
Manage customer requests, ensuring they are managed in line with processes, service levels are achieved, resulting in a high level of customer satisfaction
Ensuring cases are resolved as quickly as possible
Ensure customer updates during lifecycle of technical cases are timely, promises kept, and stakeholders informed
Logging all interactions in ServiceNow, and keeping the customer updated at all times
Resolving cases with the customer and recording fault and resolution reasons to support analysis and improvements

**Improve Customer Service Levels, Availability and Cost to Serve KPIs**
Implement improvements that deliver material improvements to KPI performance, either increasing customer service levels or reducing the cost to serve
Work with internal (e.g. field services, delivery, commercial) and external (e.g. Openreach, BT Wholesale, Cisco) key service suppliers to ensure they are meeting their service commitments. Conduct service reviews and implement improvement plans where necessary

**Provide management leadership for escalated cases through Duty Management, to support customer escalations, P1 and Major Service Outage (MSO) management**
As duty manager, provide a point of escalation for customers and the technical support team both in and out of hours. Ensure the efficient resolution of escalated cases
Lead, manage, and coordinate "Priority 1's" and MSO's, ensure quick resolution and effective internal and external communication
Manage, and be part of, the on-call rota for out of hours duty management

Ensure that services handed over to technical support meet order transition gate criteria and enable the achievement of service levels and customers delight
Manage the transition gate for all orders handed over to technical support including new customers, new services, service renewals and modifications
Refine the order handover transition gate to allow the efficient transition of standard services into technical support, and effective management of non-standard services
For approved non-standard order transitions, you will be responsible for technical support changes for people, process and systems required to support the order
Measure the success of order transitions by tracking order transition compliance, early-life failure (faults and escalations within 1st month of service), customer escalations

**The tools you will use for your job and that you will need to be proficient in are**:

- ** ServiceNow - performance management and analysis**
- Case management and escalations
- Process and system improvement
- Management of customer request performance
- KPI reporting management
- ** HiBob - people management system**
- Individual employment lifecycle information and records
- Absence management (holidays, sickness, parental leave etc)
- Individual development (job description, 9box reviews, PDPs)

**Your KPI's - be good at what you do and know you're doing a good job**
- Customer Service Levels = Ensuring customer service levels for case resolution and service availability are achieved more than 95% of the time
- Transition Success = Ensuring that 95% of transitioned services meet the required handover criteria
- Cost to serve = Track, review and improve Technical Support cost to serve for each product

**YOUR QUALIFICATIONS & EXPERIENCE**

You'll really need to know your stuff, which means you'll have:

- 5+ years proven people management experience, well versed in people management processes
- Excellent experience of helpdesk or customer service environments, manage a technical support function delivering a demonstrable high quality of service in a busy environment
- Experience of achieving a high level of customer service and satisfaction through the people, process and systems you managed
- Delivering services in a complex managed services IT or telcomms environment
- Understanding and qualification in ITIL
- BPSS, SC & NPPV3 clearance