Unified Communications Team Leader

**The Opportunity**

Our client is recruiting for a UC Team Leader to join their team inDoncaster DN9.

**The Company**

AdEPT Technology Group is an award winning, highly customer-focused and forward-thinking business with significant annual growth year on year - growth that is creating opportunities for the right individuals to carve out excellent careers within the IT industry.

AdEPT is structured as a Group with operating entities running as distinct P&L’s. Within each of these P&L’s there is a discrete Senior Management Team (SMT) with significant autonomy.

Furthermore, with the launch of Nebula, AdEPT is entering a new era - providing a solution that incorporates Networking, Unified Communications & IT capability within a unified wrapper, and therefore AdEPT is entering an era offering a strategic solution alongside existing service offerings.

**The Position**

**Job Title**:
UC Team Leader

**Location**:
AdEPT, 6 Hayfield Business Park, Field Lane, Auckley, Doncaster DN9 3FL

**Working Hours**:
Reports to the Head of Support covering Monday - Friday 8:30 - 17:00

**Salary**:
£30,000 - £35,000 pa

**Role and Responsibilities**

The UC Team Leader role in AdEPT holds the responsibility for managing a team of front line support engineers, ensuring that SLA’s are hit, tickets are managed to recognised quality standards and clients are satisfied with the level of service delivered. A critical aspect of the role is managing the team via dashboards and reporting tools such that you are aware of team productivity and effectiveness. As a line management role, you will be expected to approve holidays, deliver appraisals, manage grievance and performance management processes and act as a leader for your direct reports ensuring that corporate objective are cascaded and that issues from the floor are escalated to management. It is expected that you will work alongside other managers within the operations and delivery teams.

You are comfortable in a client facing role, where issues are escalated, you will be capable of reaching out to clients, understanding their concerns, and establishing and agreeing a plan of action to address their concerns, where additional support is required, you will work with other services managers in order to procure the correct level/type of skills.

This role requires an individual with strong leadership skills looking to ensure that the organisation provides the exceptional service that is required. Any experience of delivery processes is also beneficial due to the variety of work that can occur within the support division of the business.

The responsibilities fall into the following areas;
- **Monitoring Service Desk Performance -** Monitoring the workflow and using the helpdesk systems to extract performance information to validation SLA’s are being met being met, such that the Service Desk Team are effective and efficient in their activities. Monitor call effectiveness through reviewing reporting information provided by the phone system and reviewing how calls are handled by team members. Lead the individuals within the team to ensure we deliver the expected level of service to our customer base
- **People Management** - As a line manager you will be expected to process holiday requests, return to work interviews, absence management, appraisals, grievance and disciplinary procedures, conduct interviews and the on boarding of new staff members in to your team. A key aspect of the role is ensuring that you understand the skills within your team and any training requirements needed to ensure team members are capable of fulfilling there role. As a line manager you should have an understanding of the career ambitions of members of your team be able to article the organisational framework and roles within the business.
- **Problem Management** - Where issues are escalated, the Service Desk Manager will be that initial point of escalation for the client. They will need to ensure all facts are gathered and appropriate responses are given the to client. The Service Desk Manager have the ability to escalate further up the management chain if required, but should be aiming to resolve all escalated issues at their level.
- **Technical Support** - Where appropriate provide technical support to the team, where the Service Desk Manager possess the relevant technical skills to do so.
- **Prioritise Tasks** - A key part of the role as Manager would be to ensure that all the work is suitably prioritised and given the required level of attention.
- **Manage Shifts** - The UC team leader will be responsible for managing the teams and their shift patterns within the sites to ensure that the business is fully covered at all working hours.

**Experience Required**:
**Essential & demonstrable**
- 5 years direct experience within a Service Desk environment.
- Experience of managing a team.
- Deep technical experience with Avaya and legacy solutions is essential, ideally an technically focus