Connect44 is a company that truly values its employees and fosters a culture of collaboration and innovation.
Position Overview
Connect 44 are looking for a Team Lead to join our Service Desk Team based in Bracknell
Available Positions: 1 position
Job type: Permanent
Job Ref. Number: TLSDBO
·Work as part of a split shift pattern (6am – 3pm / 10am – 7pm weekdays + weekend work requirements).
This role also offers an 1 day a week Apprenticeship Course (Level 3 Management)
* Manage a team of Service Desk personnel, responsible for the processing of Site Access Permit requests on behalf of a major Telecommunicates Site Provider.
* Jeopardy management – work closely with the team to ensure high-risk tickets are processed before they breach their respective SLA.
* Pro-actively assign tasks and tickets to personnel based on the priorities of each shift.
* Lead shift kick-off and closing / handover calls to ensure continuity between shifts and ensure the targets / tasks for the days are understood and reviewed.
* Hands-on participation in processing tickets during high-volume periods.
* Available as part of management on-call rota.
* Manage customer escalations and Landlord communications relating to challenging site access requests
* Support with Automation initiatives to improve operational efficiency.
* Report on relevant SLAs / KPIs in relationship to the agreed levels where required.
#J-18808-Ljbffr