Overview
We have a contract requirement for an SC Cleared IT Team Leader based in Bristol, delivering services for a large public sector customer. The role will be on a fixed term contract for an initial 6 month period with likely extension.
Responsibilities
* Lead and manage a team of 5-7 engineers to deliver the required contractually compliant service to the customer(s)
* Lead Daily calls with support team to ensure issues are identified and managed appropriately
* Engage with CC service managers and customer stakeholders to ensure service is running smoothly
* Use reporting to understand data and performance indicators to drive service improvement
* Use data and key relationships to forecast future resource requirements
* Work with Technical Resource Group (TRG) to ensure resource and skill levels are fit for purpose
* Work with the service delivery lead, other service team leaders and internal operational teams
* Identify, record and manage issues to improve processes and service
* Manage escalations and engage appropriate teams through to successful resolution
* Manage formal complaints and dissatisfied users
* Sug gest and support new processes, changes to process and improvements to service and/or user experience
* Ensure adherence to both customer and Computacenter policies and procedures
* Ensure high level of team communication and engagement with objectives
* Perform Team Operational 121s
* Regularly attend management meetings
Performance Indicators
* Team/service SLA performance
* Team utilisation levels
* User satisfaction scores
* Staff engagement/morale
* Ensuring warranty credits are achieved for vendor device repairs
Key Relationships
* CC Operational Delivery Managers
* Service Team Leaders
* TRG
Knowledge, Skills & Experience
* Leadership and management
* Organisation
* Good understanding of IT services delivered to end users.
* Good customer service skills
* Good understanding of our MOS processes and tools (Training will be provided)
* Good knowledge of Windows and Office tools
* ITIL knowledge or accreditation
* SC Clearance essential
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