Deskside Support Engineer IV Lead

Recruiter
Undisclosed Company
Location
Surrey, Tadworth
Salary
Up to £29250 per annum
Posted
11 Jul 2019
Closes
08 Aug 2019
Ref
AM/DSEIVPERM
Contact
Manpower UK
Sector
IT
Job Type
Permanent
Hours
Full-time

An Amazing opportunity has arisen for a Deskside Support Engineer IV Lead to work full time at our client's site in Tadworth with some travel to the Kent and working sites. The working hours are 9.00am - 5.15pm paying up to £29,250 per annum on a permanent contract

You will be the Team Lead for the support of all Business units, working closely with the client on a daily basis as well as managing teams across the country. You will be delivering all of the back office (IT operations) to the 6 sites in UK.

COUNTRY/AREA/SITE Lead role:

  • Oversee the delivery of services to the Customer for given country/area/site
  • Ensure that service is delivered as per agreed processes, procedures and policies
  • Actively work with other Site/Area/Country leads
  • Ensure that service is delivered to the Customer satisfaction
  • Ensure that site knowledge is maintained and KBAs, WIs are regularly reviewed and updated
  • Be familiar and enforce global & local and rules & policies
  • Proactively monitor the performance and drive the updates/resolutions
  • Monitor & review KPIs/SLAs
  • Provide feedback on missed SLAs and outline needed improvements
  • Drive the correction activities if KPIs/SLAs are not met
  • Monitor and manage incidents, interactions, requests = Qs management
  • Review and run remediation actions for ITAM reports
  • Review and run remediation actions for P2L/PLS trainings
  • Review and respond to Customer Satisfaction Surveys
  • Do the follow-up on DSAT's and provide needed feedback
  • Set priorities and ensure that necessary priorities are shared and driven at the engineer level
  • Ensure that staffing is on agreed level
  • Help with inductions & trainings for newcomers
  • Track all onboarding activities on SS Onboarding tracker
  • Plan holidays for the team; request backups where needed; work with SDM on requesting additional resources (e.g. for projects)
  • Track planned holidays and update SS SharePoint Calendar accordingly
  • Notify customer & SDM on unplanned absences
  • Work with the client and have backfills regularly visit site and have their accounts renewed
  • Manage on-call rotas (for sites with 24/7 support)
  • Ensure that team members are compliant with P2L/PLS/Plateau trainings
  • Be a SPOC for the client
  • Work or delegate work on new business opportunities, initiatives/projects
  • Ensure that initiatives/projects are staffed & delivered on time
  • Have a regular review meetings and customer delivery managers/stakeholders
  • Attend and participate on daily Ops calls
  • Proactive, Accurate, Timely and Consistent Communication to the client
  • Drive the operations in line with the Customer Charter for Site Services

ESSENTIALS SKILLS/QUALIFICATIONS:

  • Strong interpersonal skills translating the client's contractual requirements into the client's deliverables which will need to be socialised with the mobile and Portare SDMs
  • 2 years Team management experience
  • Proven track record of working calmly and constructively within escalated environments
  • Experience with proven track record in delivers quality service, understanding internal and external customer requirements and effectively interprets customer needs, comfortable working in a very high-profile position
  • Works effectively with others, influences and motivates others and helps develop
  • Lead the Team
  • Awareness and understanding of all processes supporting HR
  • To be able to create a Fixed Site Business Operations Continuity Plan (BOCP) Responsibility Matrix for each site to be managed

DESIRABLE SKILLS/QUALIFICATIONS:

  • Previous experience of managing team of 15+
  • virtual team management, supporting client accounts, managing escalations & completing service improvements

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