The First Line Team Leader is responsible for leading the team of First Line Support Analysts. You will act as the escalation point for the First Line Team, ensuring that the team who support our clients respond to all queries and issues within defined quality and within S.L.A.
The role is responsible for the completeness and accuracy of the Shift and On-Call patterns and the general wellbeing of the First Line Team as well as other team leadership duties as defined below.
This position will assist the Service Centre Manager with Managed Services and Service Transition activities of as well as looking for improvements within the Team, toolsets, and the wider business that the Support Centre Team 'interface' with. The role will also involve working with the project engineering and delivery teams to ensure that the current managed service support remains current, meets expected standards, and services are understood within the First Line Team.
Duties:
- Technical Support: Monitor the First Line Team queue and ensure tickets are picked up, updated regularly, and resolved within SLA.
- Technical Support: Monitor quality of service delivery and ensure contractual obligations are met. Understand what 'great customer service' means and drive the team to deliver It.
- Technical Support: Understand and action escalations for the First Line Team.
- Leadership: Mentor and manage the development of the team including conducting 1-2-1's and performance reviews. Motivate, guide and coach team members. Set formal training plans for the team.
- Leadership: Regularly conduct team meetings and produce minutes of discussions and actions.
- Leadership: Represent the team internally & externally to customers and 3rd parties when required.
- Leadership: Act as the escalation point for the First Line Team. Act as escalation point for the Service Centre in Service Centre Manager absence.
- Service Transition: Support integration of internal and external new business/activities. Assist in the Service Transition and Onboarding processes.
- Continual Service Improvement: Actively contribute to continuous improvement programme set by the Service Centre Manager.
- Service Tools: Develop personal and Team skills in the use and administration of our service toolsets.
- Successful completion of objectives
- Management of the on-call and shift rota (complete, accurate and up to date)
- Evidence of being seen as a Leader of people within the role function
- Evidence of 1-2-1's and up-to-date training plans for the team
Skills and Qualifications
- Technical experience of Microsoft and/or Cisco.
- Team leadership experience desirable.
- ITIL Foundation desirable.
- Ownership - not afraid to take/offer responsibility.
- Motivator - ability and toolkit to motivate a team.
- Analytical - ability to analyse and manage team performance by reviewing the teams work, their interactions, and their tickets.
- Experience of planning, maintaining a 24 x 7 x 365 rota and the problems associated with this task desirable.
- Positive proactive demeanour.
- Experience of Service Now or similar ITSM tool.
If your application is successful, you will be contact shortly.
The job title and description in this advertisement may differ from the client's official job description/contract .We appreciate your interest in this role. E-Personnel Recruitment aims to acknowledge all applications, but due to the high volume of CVs we receive, this may not always be feasible.
You can apply with the utmost confidence to E-Personnel Recruitment directly, experts in both Permanent and Temporary Recruitment, and a proud member of the Recruitment & Employment Confederation (REC), the professional body for the recruitment industry. In the meantime, feel free to explore similar job opportunities on our website: e-personnelrecruitment.co.uk