Department: Customer Support Location: Coventry, UK Description As the Tablet Administration Team Leader, you will be responsible for the end-to-end tablet management process. The team's primary duties include the ordering, setup, auditing and management of Android mobile devices which are provided to our catering customer base. Working as part of a small team, it is important that you possess strong organisational and process management skills to ensure the safe delivery of service to customers within the agreed SLA's. You will act as a point of technical escalation for mobile devices and hold Administrator level access over the Mobile Device Management (MDM) software. You will be expected to identify opportunities to improve the service provided to our customer base and always ensure that the company is represented as professional, courteous and helpful. This role is based full time in our Coventry office. Key Responsibilities Provide 2nd Line Support to all customers (both internal and external) where needed. Ensure that all tablet requests are recorded accurately across our ticketing system and MDM software so that all devices can be effectively tracked and managed. Ensure any issues which require further investigation are escalated to Support Management in a timely manner, with clearly documented descriptions of the issue provided. Responsibility for the creation and maintenance of the end to end tablet processes and relevant documentation Mentor a small team of tablet administrators to ensure delivery of their KPIs. Liaise with colleagues across departments to ensure incidents are resolved and customer communication is complete. Increase the knowledge level of the team by information sharing and documentation of processes. Take responsibility for ensuring that all parties are kept fully updated on the progress and resolution of tablet related requests. Keep abreast of hardware and mobile network developments to ensure the products we stock are up-to-date and suitable for our customer's needs. Work with procurement teams to manage suppliers of tablets and SIM cards. Attend internal and external training courses relevant to the role, as required. Follow all standard processes and procedures and implement any changes to working practices as requested to do so. Skills, Knowledge and Expertise Experience in mobile device management advantageous. Leadership experience advantageous. Experience in stock management advantageous Must have an analytical approach to problem solving. Can demonstrate excellent communication skills both verbal and written. Can communicate technical issues to a non-technical customer. Must be self-motivated and able to work without direct supervision, taking responsibility for completing assigned tasks to the required deadlines. The ability to work under pressure and prioritise workload effectively The ability to communicate effectively at all levels