03rd June, 2025
Airport Team Leader (Secondment) - London Gatwick Airport
Working as an Airport Team Leader, you'll act as the main day-to-day contact at a specific Airport and provide day-to-day supervision and team leadership, assigning all customer incidents and service requests across the team, and ensuring that all tickets are responded to and resolved promptly to defined operating procedures and within contractual service levels whilst achieving high levels of customer satisfaction.
Key Accountabilities
1. To lead day-to-day performance, productivity, utilisation and work load planning for all ESP Airport staff, ensuring that all contractual service levels are achieved and high levels of client satisfaction are maintained.
2. Drive performance against KPIs to improve the customer experience and client satisfaction levels.
3. Proactively review areas impacting operational efficiency and identify and deliver process change improvements resulting in tangible service improvements.
4. Promote and champion ESP’s capabilities to existing and potential customers, identifying potential incremental revenue opportunities which contribute to the growth of ESP’s annual revenue
5. Ensure that all customer escalations are successfully resolved and ensure that key stakeholders are kept updated with progress in a timely manner
6. Foster positive, productive and professional working relationships with ESP customers and service providers.
7. Manage the day-to-day resource plan and forecast to ensure that sufficient resources are available daily and implement any required roster changes, so that contractual service levels are maintained for our customers.
8. Provide line management and technical leadership and direction to the Airport Engineers & Technicians
9. Act as a role model and coach to support, direct and counsel individuals to continuously challenge themselves to achieve greater levels of performance and customer satisfaction and manage the annual performance process for all team members against individual objectives.
10. Ensure all annual leave, sickness absence, training, overtime and expenses are correctly booked and recorded or claimed.
11. Conduct regular training needs analysis for all team members and develop a training schedule that ensures that all team members are appropriately cross trained on supported equipment within the site.
12. Monitor team performance to ensure that the team are following known and agreed processes for resolving issues and ensure that escalated issues are successfully resolved.
13. Continually develop and enhance operational procedures to drive down the Airport operational cost and improve performance levels for customers and ensure consistency in Airport operational standards.
14. Prepare reports required by the business regarding operational site performance.
15. Ensure that all operational activities comply with health and safety standards
What We're Looking For:
16. At least 5 years' experience required in an Airport / IT service delivery role for role holder to perform fully and effectively in the job
17. Strong knowledge of the CUTE/CUSS System and Microsoft Desktop software is a requirement, as is an understanding of the concepts of server types and configuration, networking principles including hardware types and IP addressing.
18. Knowledge of ESP Product set
19. Line management experience
20. Good interpersonal / customer facing skills
Physical Requirements:
21. Ability to lift or push 20-40 kg of equipment when needed.
22. Comfortable standing or kneeling for extended periods.
23. Use of mechanical tools for hands-on tasks.
About Us:
At ESP Global Services, we've been providing world-class IT support solutions since 1992. We’re a trusted partner to businesses worldwide, delivering customized support with a focus on excellence and quality. As a proud equal opportunity employer, we are committed to creating a diverse and inclusive workplace.
ESP Global Services is an equal opportunity employer.