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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 interaction with clients meets the established standards and aligns with the services provided. This role involves guaranteeing that all support agents receive adequate training and consistently reporting on their performance to uphold an exceptional level of customer service when addressing inquiries and managing ticket submissions.

Key Responsibilities:

  • Monitor and evaluate staff performance.
  • Recruit and train new team members.
  • Facilitate ongoing training, development, evaluations, and motivation of staff.
  • Maintain individual Personal Development Plans for team members.
  • Organize team schedules to ensure sufficient coverage at all times.
  • Oversee customer onboarding processes.
  • Manage customer escalation procedures.
  • Support Service Delivery Managers as needed.
  • Set and track objectives, documenting and monitoring progress.
  • Maintain a skills matrix for the team.
  • Conduct quality assessments – review weekly performance of analysts, identify areas for improvement, and monitor progress.
  • Ensure availability of contact points for customers through various channels.
  • Guarantee accurate logging of all tickets with detailed information in the ticket management system.
  • Encourage Service Desk Agents to resolve basic incidents on the first attempt whenever possible.
  • Proactively address customer inquiries.
  • Maintain a positive demeanor and high standards of customer service at all times.

In addition to the aforementioned duties, the incumbent must be willing to undertake additional responsibilities that may arise from changing circumstances, without altering the general nature or level of responsibility of the position.

Qualifications

Essential Skills and Attributes:

  • Proven experience in managing a Service Desk.
  • Outstanding customer service capabilities.
  • Strong written and verbal communication skills.
  • Genuine interest in technology.
  • Proficiency in the Microsoft Office suite.
  • Familiarity with ServiceNow.
  • Meticulous attention to detail.
  • High self-motivation and a willingness to acquire new skills.
  • Flexible and enthusiastic approach to work.
  • Effective problem-solving and decision-making abilities.
  • Capability to work independently, perform under pressure, and maintain high effectiveness.
  • Consistently demonstrate professionalism to ensure high customer satisfaction.
Additional Information
  • Must possess the right to live and work in the UK.
  • 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 the successful candidate passing necessary security clearances.

We value diverse experiences and perspectives, so if you believe you can contribute to our team, we encourage you to reach out.