IT Support Operations Leader
4 weeks ago
IT Support Operations Leader at Telefonica Tech
The IT Support Operations Leader at Telefonica Tech is responsible for guiding a team of first-line support agents to deliver exceptional customer assistance. This role includes managing staff training, evaluating performance, and upholding service excellence. The IT Support Operations Leader will also oversee customer onboarding processes, handle escalations, and collaborate with Service Delivery Managers.
Key Responsibilities:
- Monitoring and enhancing team performance and professional growth.
- Recruiting and onboarding new team members.
- Coordinating team schedules to ensure optimal coverage.
- Facilitating customer onboarding and managing escalations.
- Working closely with Service Delivery Managers.
- Implementing quality assurance measures to maintain superior customer service.
- Ensuring precise ticket documentation and effective incident resolution.
Required Qualifications:
- Demonstrated experience in managing a Service Desk.
- Exceptional customer service capabilities.
- Strong verbal and written communication skills.
- Familiarity with Microsoft Office and ServiceNow.
- Detail-oriented with strong analytical and problem-solving skills.
- Self-driven with a proactive mindset.
- Ability to thrive in high-pressure environments with minimal supervision.
Additional Information:
- Candidates must possess the legal right to work in the UK.
- Personal transportation is required.
- Security clearance vetting is a prerequisite for this position.
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