Team Lead/Field Services

Job Description:

Pay Range 20hr - 25hr

Responsibilities:

Queue Management:

• Monitor the tickets for SLA/Quality/Aged Profile/MD tickets/Premium Tickets.
• Ensuring all Incidents/Requests are met within the agreed service targets.
• Review & reporting of any SLA failures. (Analysis / Trending).
• Ensure fair distribution of work and redistribution in the event of staff absences both planned and unplanned.
• Proactively monitors pending tickets.
• Escalation point for priority/escalated tickets.
• Staff Management Responsibilities:
• Responsible for updating the engineer Shift Rota and Holidays approval.
• Ensuring all Sickness is accurately reported and return to work interviews carried out where appropriate.
• Review technical performance by engineer.
• Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management).
• Provides coaching and training to the engineers.
• Oversees the on/off boarding of staff.
• Ensure new team members have access to all required tools, Academy and Client + processes and procedures i.e. Confidentiality agreements, contracts, etc.
• Ensuring all off-boarding activities take place to for both and the Client processes.
• Holds regular team meetings with actions recorded and documented 1-2-1's with engineers.
• Ensuring all key Client and processes. Policies and procedures are followed.
• For example, Call Management, ITIL Processes, security policy etc.
• Ability to manage/motivate people and teams.
• Strong team management skills, with ability to have difficult conversations.

Process Ownership and Management:

• Ensures all Technical/Operational processes are followed and understood.
• During team meetings ensures regular process awareness sessions are carried out.
• Ensures engineers are trained on new processes and technologies within the support remit as required.
• Proactively identifies gaps in knowledge and addresses with engineer through 1-2-1/group training sessions.
• SME for all processes.
• IMAC Supplier/Logistics/Client Advice/Moves Management.
• Looks for opportunities of improvement, around processes and how services are delivered.
• Ability to communicate at different levels within the organization.
• Ability to write business cases and justification documents, Ability to manage multiple work streams.

Escalation Ownership:

• Taking ownership of Escalations through to resolution on all appropriate requests.
• Engineer allocation for priority tickets.
• Initial point of contact for escalations form ITSD.
• Reporting on escalation trends and taking steps to minimise escalations.
• Ability to prioritise when under pressure.

Communication, customer service and Teamwork:

• Act as interface for other delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.
• Speaks good clear English. Language.
• Strong Written and Verbal Communication Skills at senior stakeholder level.
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.
• Maintain *** group dynamics.
• Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager.
• Must be detail oriented and self-motivating.
• Relationship Management internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations.
• Flexibility with respect to time client deliverables need to be met with a Can do attitude.

Skills:

• Excellent problem solving / quantitative/ analytical skills.
• Excellent understanding End User IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7/10.
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook etc.
• Detailed understanding of IT Infrastructure in a Corporate Environment Server/Network/Database/ Security.
• Key Competencies:

Teamwork and Collaboration.

• Builds productive working relationships (L3) Successfully builds productive, mutually beneficial relationships to solve problems and achieve common goals.
• Cooperates and collaborates with colleagues (L3) Models cooperation and teamwork; creates opportunities for self and others to improve work outcomes.
• Treats others with Respect (L3) Is respectful and welcoming; inspires collaboration by bridging gaps among diverse individuals, departments, customers and partners.
• Resolves Conflict amongst team members (L2) Works effectively with others to resolve conflict. When possible looks for middle ground solutions.
• Balances individual and team goals (L3) Consistently goes beyond direct responsibilities to achieve team and departmental goals; welcomes new challenges.

Service Focus:

• Understands the importance of quality service (L3) Actively supports and contributes to the efforts of other team members.
• Delivers quality service (L3) Is flexible and can work with a wide variety of different people on different task.
• Anticipates and fulfils customers needs (L2) Meets and often exceeds customers expectations; ensures that customer needs are fulfilled.
• Skilfully serves a diverse customer base - (L3) Shares all relevant information and passes on additional information that may be important to other team members.
• Strives to improve quality of service - (L2) Frequently suggests and implements changes to improve the quality of service.

Innovation and Business Change Management:

• Understands and adapts to changes in the strategic and operation direction - (L2) Actively supports changing direction, goals and responsibilities.
• Is flexible, open and receptive to new information and ideas.
• Shows foresight and imagination to see possibilities, opportunities and trends (L2) Demonstrates foresight and imagination to see possibilities, opportunities and trends.
• Demonstrates commitment to seek out opportunities and contributes to developing innovative or alternative solutions (L2) Frequently identifies opportunities in challenges and demonstrates initiative to develop alternative solutions.
• Understands the strategic direction and goals /aligns personal performance objectives with organisational priorities (L3) Thoroughly aware of / Organisational goals and strategic direction.
• Switches roles and procedures easily to facilitate change in line with organisational priorities.

•

Last updated on Nov 9, 2023