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administration team leader

  • Management
  • Cambridge
  • £26000 - £29000 per annum
  • Permanent
  • Full Time
  • ATL.MR
  • 21 May 2018
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Job Title

Service Operations Administration Team Leader

Department

Service Desk

Responsible For

Service Operations Administration Team

Responsible To

Service Desk Manager

Main Purpose of Job

Leadership Responsibilities:

* Line management of Service Desk Administrators.
* Ensure all team members understand my client's expectations and deliverables of their roles.
* Develop and coach team members to improve performance and delivery of service.
* Ensure team have accurate and available information to support my client's customers.
* Liaising regularly with colleges and Coworker Services in relation to ongoing apprenticeships.

Leadership Activities:

* Regular Team Meetings
* Monthly one-to-ones and PMPs to be conducted with all direct reports.
* Regular assessment of individual team member's performance and act to address conduct/capability issues in line with my client's disciplinary procedures.
* Develop, grow and maintain professional working relationships with all internal stakeholders and customer equivalents.
* Attend meetings with other Team Leaders and Operational Managers as required.
* Ensuring that proactive updates are provided to customers keeping them informed on incident or request status.
* Adhering to Incident management procedures.
* Governance of monitoring, progressing and resolving incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
* Management of high priority incidents (P1/P2 and Hardware 4hr/6hr fixes) through to resolution.
* Keeping up to date with the current standard procedures.
* Day to day queue management with a focus on expedition of breached tickets to resolution.
* Ensuring quality of information supplied is sufficient/relevant to progress the ticket. If the information supplied is not sufficient ensuring this is obtained from the relevant party.
* Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development planning.
* Escalate potential service issues initially with Service Desk Manager /Service Delivery Manager/Head of Service Desk.



Knowledge & Experience

* Awareness of ITIL methodologies and best practice
* Knowledge of the working practices of the area responsible for
* Good working knowledge of Microsoft Word, Excel and Outlook
* Previous team management experience
* Proven Customer Service skills
* A high-level understanding of proactive incident management



Personal Attributes

Leadership Attributes:

* Team focused - a genuine passion for managing and leading individuals to deliver excellence through continuous development and improvement
* Patient, tolerant and supportive leader
* Team Player - ability to work as part of a team to deliver operational excellence
* Influencer - able to remain positive at all times and influence
* Good relationship management skills
* Driven, motivational, professional leader, with a 'can-do' attitude at all times

Process, Procedural and Contractual Attributes:

* Outstanding communicator that can remain objective and emphatic whilst being able to deliver the message required
* The skill to drive to proactive incident management to ensure we deliver world class incident management
* Identify contractual, process and knowledge gaps and put measure in place to ensure these are corrected
* The ability to understand and obtain knowledge to ensure customer specific processes are followed

Customer Service Attributes:

* Excellent proven organisational and customer service skills
* Ability to take ownership of and progress problems to resolution
* Analytical, with exceptional attention to detail
* Dealing with customer escalations, using internal and external resolver teams to come to a quick resolution

Service Performance:

* Time management and prioritising sk

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