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IT Support Operations Leader

3 months ago

Cambridge, Cambridgeshire, United Kingdom Telefonica Tech Full time
Job Overview

The IT Support Operations Leader is accountable for overseeing a team of first-line support agents, ensuring that the initial point of contact for clients meets the expected standards and aligns with the services provided. This role involves guaranteeing that all support agents receive the necessary training and regularly reporting on performance metrics to maintain an exceptional level of customer service when handling inquiries and logging incidents.

Key Responsibilities:

  • Monitor and evaluate staff performance.
  • Recruit and train new team members.
  • Facilitate ongoing training, development, evaluations, and motivation.
  • Maintain individual Personal Development Plans for team members.
  • Manage team schedules to ensure adequate coverage at all times.
  • Oversee customer onboarding processes.
  • Handle customer escalation procedures.
  • Support Service Delivery Managers as needed.
  • Set and track objectives, documenting and monitoring progress.
  • Manage the team's skills matrix.
  • Conduct quality checks by reviewing weekly performance and identifying areas for improvement.
  • Ensure availability of contact points for customers via phone, email, and our customer portal.
  • Guarantee accurate logging of all incidents with detailed information in the ticket management system.
  • Encourage Service Desk Agents to perform basic incident resolutions where feasible.
  • Proactively address customer inquiries.
  • Maintain a positive demeanor and uphold a high standard of customer service at all times.

In addition to the aforementioned responsibilities, the individual in this role must be prepared to undertake additional duties that may arise from changing circumstances, while still adhering to the general character and level of responsibility associated with the position.

Qualifications:

The ideal candidate will possess the following skills and attributes:

  • Proven experience in managing a Service Desk.
  • Outstanding customer service abilities.
  • Excellent written and verbal communication skills.
  • Genuine interest in technology.
  • Proficiency in the Microsoft Office suite.
  • Familiarity with ServiceNow.
  • Strong attention to detail.
  • High level of self-motivation and eagerness to learn new skills.
  • Flexible and enthusiastic approach to work.
  • Effective problem-solving and decision-making capabilities.
  • Ability to work independently, perform under pressure, and maintain high effectiveness.
  • Consistently demonstrate professionalism to achieve high customer satisfaction.

Additional Information:

  • Eligibility to live and work in the UK is required.
  • Access to personal transportation is essential due to location.
  • Must meet security clearance vetting requirements as part of the role.
  • Any offer will be contingent upon successfully passing BPSS, SC, and NPPV3 clearance.

We value diverse experiences and perspectives, so if you believe you would be a great fit for this role, we encourage you to reach out.