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Service Delivery Team Leader

2 weeks ago

Milton Keynes, United Kingdom Ekco Full time

**About**
You should be a customer focused Team Leader with a technical support background, ready to lead one of our Support Desk Teams. You will lead a blended team of 1st and 2nd Line engineers to deliver remote desktop support to a subset of clients.
Liaising with Senior Management, you will ensure that a joined-up approach to service delivery is meeting client expectations and the Bluecube Values. It’s for these reasons we need to ensure that Customer Service is at the forefront of everything we do, with communication being the driving factor to meeting client expectations.

**Key Responsibilities**
- Manage a team of IT Engineers delivering remote IT Support
- Maintain service desk tickets in accordance with client SLA's
- Distribute, escalate and progress tickets where necessary through the ticketing system
- Manage and provide basic KPI's for the service desk to Senor Management on a monthly basis
- Produce knowledgebase articles to improve support your engineers
- Ensure regular one-to-one's take place with team members and HR related matters are resolved
- The above responsibilities are not exhaustive and make up only those deemed as “Key”. Other responsibilities should be expected as per the needs of the business_

**The person**

As you will be directly managing engineers who are the heartbeat of our business, your personal profile will shape the experience our clients receive. The below areas are key to us;
- A technical support background is mandatory (ideally in an MSP environment)
- Strong management skills
- Approachable and likeable - Always happy to help
- Customer centric with great people skills
- Proactive and positive approach to problem solving and client interaction
- An eye for data and detail; producing reports and identifying trends will be critical to the success of the role
- Ability to work under pressure and handle difficult situations
- Happy to work autonomously and ask for help when needed

**Package**
- £27,000 - £37,000 per annum dependent on experience
- As agreed with your line manager, an office based shift matching below;
- Mon-Fri
- 07:00 - 16:00
- 08:00 - 17:00
- 08:30 - 17:30
- 09:00 - 18:00
- 10:00 - 19:00
- Annual Leave of 25 days + UK Bank Holidays
- 1x day Birthday leave per year
- Vitality Health Insurance (after probation)
- Life Assurance
- Pension scheme through People’s Pension
- Referral Bonus scheme
- 24x7 Confidential Support Line (health & wellbeing, counselling, family, legal, general advice, etc)
- Access to internal Mental Health First Aid Champions
- My Staff Shop scheme discounts
- Cycle to Work scheme
- Free eye tests
- Annual flu jab