Life on the team
Please make sure you read the following details carefully before making any applications.
We have a requirement for an Onsite & Field Services Team Leader based in the Bristol/Gloucestershire area. We have a new service commencing in June requiring management of a public sector service, and engineering teams, based in Bristol, Gloucester, South Wales, and Herefordshire. The Team Leader will also be responsible for management of engineers at Worcester Acute Hospital Trust in Worcester/Redditch/Kidderminster.
Travel will be required across the area as the successful candidate will be customer location based. A company car/allowance will be provided.
The successful candidate will have a track record of leading IT services teams, achieving KPIs and SLAs and managing service improvements resulting in a first-class customer experience.
What youll do
Lead and manage a team of 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
Suggest 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
What youll need
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 required (can be cleared in 6-8 weeks once recruited)
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