Senior Team Lead

3 days ago


Nottingham, Nottingham, United Kingdom Air IT Full time
Job Description

Job Title: Service Desk Team Leader

Reporting to: Service Desk Manager


To manage a team of engineers to deliver high-performing service through meeting and exceeding client service commitments and expectations.

Support the Service Desk Manager in implementing career pathways for all engineers encouraging personal development.


Key Responsibilities:

  • Manages the performance of technical engineers through objective setting, regular 1-2-1's, encouraging and supporting personal development
  • Call quality and ticket closure checks to ensure company standards are being met and to ensure tickets are set correctly for billable/non billable works.
  • Develop training plans for engineers incorporating new and existing customer requirements and our product roadmap
  • Conduct regular service quality checks ensuring the team and individual engineers achieve service and process standards
  • Act as part of an out-of-hours management escalation process when required
  • Ensure the company's Information Security Management System (ISMS) and all relevant policies are adhered to at all times
  • Manage the 2nd and 3rd line schedule and shift planner where dispatch is unavailable

Requirements:

  • Demonstratable service management experience
  • ITIL certified
  • Major incident management experience
  • Current and valid driving licence

Benefits:

  • Hybrid working options for a better work-life balance
  • 25 days annual leave plus bank holidays
  • Ongoing learning and development opportunities
  • Cycle to work scheme and technology vouchers
  • Enhanced family leave
  • Celebration day - an additional day off each year to celebrate an occasion important to you
  • Salary sacrifice pension
  • 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
  • Company social events and competitions
  • Discount and Cashback Scheme
  • Life Insurance
  • EAP and Virtual GP Service

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