Key Responsibilities

·       You'll work with your team to ensure that they are aware of SLA’s and other performance targets.

·       You will be monitoring individual and team performance against agreed targets.

·       You will be responsible for ensuring your team are fully adherent to all ITIL processes.

·       You will manage and direct the day to day activities of the support engineers.

·       You will own recruitment and induction of new starters (working with HR).

·       You will be responsible for on-the-job coaching of team members in their development.

·       You will provide a lead role in staff development through training, performance appraisal and team building.

·       You will ensure adherence to internal processes.

·       You will develop and maintain good communications within network support and other teams across operations.

·       You will act as escalation point for major incidents.

·       You will work with the team to standardize and improve working practices

·       You will ensure incident calls are being progressed in correct technical directions in timely manners

·       You will ensure that delivering under/over our agreed services is monitored

·       You will ensure that escalated calls and issues are responded to within defined service levels and call management guidelines

·       You will utilize and liaise with third party suppliers and support functions

·       You will ensure support engineers, clients and partners are updated on the status of issues

·       You will oversee implementation of changes to customer solutions

·       You will identify technical training as needed

·       Engages delivery organization to ensure product operations and delivery capabilities are addressed.

Skills & Knowledge

·       Experience managing customer operations teams

·       Excellent client communications skills

·       Experience in supporting high availability customer-focused environments

·       Excellent team working skills are essential

QUALIFICATIONS

·       Bachelor's Degree; or 5 years of relevant work experience

Preferred

·       Desired:  Six Sigma, Business Analyst Certification; BPM certification

·       ITIL