Out of Hours Team Leader (IT & Telecoms)

  • Location
    Peterborough, Cambridgeshire
  • Salary
    £ 28000 - £ 32000 / Year
  • Category
    IT - IT Training & Technical Authoring
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

Job Title

Service Operations Team Leader - Out of Hours

Responsible For

Service Desk Shift Leader / Service Desk Analysts

Responsible To

Service Desk Manager

Main Purpose of Job


Provide leadership, guidance and support to a team of service desk analysts

Leadership Responsibilities:

Line management of a team of Service Desk Analysts, Support Specialists, Technical Engineers and Shift Leaders

� Ensure all team members understand theirs and my client's expectations and deliverables of their roles.

� Develop and coach team members to improve performance and delivery of service.

� Identify and manage training and development needs in line with company procedures.

� Ensure team have accurate and available information to support my client's customers.

� Contribute to the maintenance and quality of the Knowledge Base

� Manage organisational change within team and department, including changes to procedures with regular comms in a timely manner

Leadership Activities:

� Regular appropriate business communications to team

� Regular Team Meetings

� Bi annual appraisals, monthly one-to-ones, training and development plans

� Regular assessment of individual team member's performance and act to address conduct/capability issues in line with my clients disciplinary procedures.

� Provide support and delivery teams with relevant information regarding service performance via meetings, telephone conferences, email or reports.

� Develop, grown and maintain professional working relationships with all internal stakeholders and customer equivalents

� Attend meetings with other Team Leaders and Operational Managers as required

Process, Procedural and Contractual Responsibilities:

� Ensure process, procedural and contractual agreements are being followed correctly by the team.

� Daily, Weekly, Monthly & Ad-hoc Management Reporting

� Point of escalation for both internal and external customers, taking ownership through to resolution

� Manage and deliver projects

Process, Procedural and Contractual Activities:

Set high quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods

� Quality Assurance of Incident Management by spot checking Incidents and providing Analysts with documented feedback

� Ensure that there is continual service review and improvement of all processes and procedures

Customer Service Responsibilities:

� Contribute to the timely resolution of customer complaints and escalations including providing corrective actions.

� Regular Quality Assessment to ensure customer service standards and service delivery methods are understood and delivered by the team.

Customer Service Activities:

� Escalation point within services escalation process to provide support, input and resolutions to escalations and complaints both in and out of hours.

Service Performance

Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.

Service Performance Responsibilities:

Through monitoring and management ensure team achieve and exceed relevant SLAs, OLAs and KPI's

� Identify and escalate any potential breach of service level or risk to my client, where possible mitigating breach and managing to resolution

� Provide relevant stakeholders within Services with ad hoc reports

Service Performance Activities:

� Regular monitoring of queues and service dashboards taking appropriate actions where applicable

� Continual review of available resources required to meet service levels

� Contribution, implementation and delivering against Service Improvement Plans

Knowledge & Experience

� Awareness of ITIL methodologies and best practice

� Knowledge of the working practices of the area responsible for

� Good working knowledge of Microsoft Word, Excel and Outlook

� Previous team management experience

Practical experience of an external Managed Services provider

This role requires the successful candidate to either hold SC Clearance or to be willing to go through the process of Clearance

Personal Attributes

Leadership Attributes:

� Team focused - a genuine passion for managing and leading individuals to deliver excellence through continuous development and improvement.

� Patient, tolerant and supportive leader

� Team Player - ability to work as part of a team to deliver operational excellence

� Influencer - able to remain positive at all times and influence those around you

� Good relationship management skills

� Driven, motivational, professional leader, with a 'can-do' attitude at all times

Process, Procedural and Contractual Attributes:

� Outstanding communicator (verbal and written) that can remain objective and emphatic whilst being able to deliver the message required.

Customer Service Attributes:

� Excellent proven organisational and customer service skills

� Ability to take ownership of and progress problems to resolution

� Analytical, with exceptional attention to detail

Service Performance:

� Time management and prioritising skills to ensure delivery of service at all times

� Innovative thinking, in terms of service quality and improvements within the boundaries of my client's limits (resource, budgetary, legal etc.)

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

Please apply with your CV to: Matthew Retchless