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Role
Our service and support teams provide an effective yet complex blend of both customer and technical support for a range of managed IT service products including Data Management, Network (Internet Access, VPN, HSCN), Hosted IP Telephony, Unified Comms, Data Centre Hosting, Virtualisation Services amongst others.
Role Details
Job Title: Service Desk Team Leader
Division: Operations - Customer Service
Job Location: Harrogate
Delivering a customer experience that successfully sets Redcentric apart from our competitors and drives brand loyalty is our collective goal. Alongside the Customer Services Manager, it is your responsibility to make this happen. You will need to train, inspire, motivate, and support your team.
As Service Desk Team Leader, your role will include management of a primary UK Service Desk including a close working relationship with End User and offshore teams.
Key Responsibilities And Tasks
* Performance Management, Skill Development & Coaching - management of day to day team performance identifying and delivering individual development requirements; pre-planning training based on identified 'weak' areas and future products and services.
* Relationship Management - establish and maintain strong and effective relationships with our external and internal customers and colleagues to maximise communication and promote customer service excellence.
* Service Level Management - prioritise and manage daily workstack; proactively managing and distributing tasks to achieve published SLA's and agreed targets.
* Process and Documentation - Production/coordination of new processes and supporting documentation/workflows which will improve team performance and the customer experience.
* Ensuring all Service Desk team rota duties are staffed appropriately and worked in-line with business targets.
* Efficient and rapid communication of Major Incidents to affected customers.
* Assist as part of the escalation ownership as defined in the Customer Service Plan.
* Promoting ITIL based working practices and ensuring ITIL qualification is obtained by all members of Service Desk.
* Hold responsibility for ensuring that all members of the team have a thorough understanding of supported systems and associated troubleshooting/problem resolution skills.
* Collate feedback from team members and put forward and implement system/process improvements.
* Keeping abreast of all product developments and issues which could affect the performance and effectiveness of the team.
* Assisting with direct customer telephone support when required.
* Customer liaison and proactive account management in order to project a professional image of the support organisation.
* Close liaison with 3rd party service providers and other internal Redcentric customers; supplier management.
* Adherence to Redcentric's ISO accreditation standards.
* Compliance with Redcentric's policies and procedures.
* Handling and protection of Redcentric's information.
* Reporting of security events.
* Implementing appropriate policies and procedures.
* PCI Compliance.
* Enforcing and educating teams when standards are not being met.
* Training of new starters and refresher training on VIP customers and processes.
Key Skills & Competencies
* Strong interpersonal and communication ability both from a written and verbal perspective.
* Capability of conducting effective telephone communications and diffuse pressured, difficult or stressful situations when necessary.
* Highly customer centric with a passion for providing excellence in customer service.
* An intelligent self-starter with the ability to work on his/her own initiative.
* Excellent attention to detail in addition to good time management and organisation skills.
* ITIL 4 Foundation or above qualification.
* Must be flexible and work as part of a team.
* Strong self-motivation and the ability to motivate others.
* Ability to question existing processes and identify new ones.
* Good level of knowledge around current technology, customers and processes within Operations.
* Excellent written and communication skills.
* Strong analytical skills.
* Excellent time management/organisation skills and able to work well in critical or high-pressure situations.
Possible Progression Paths
* Customer Services Manager
* Service Delivery Manager
* Account Manager
* Other Redcentric internal departments.
Hours of Work
The Company's hours of work are from 9.00am - 5.30pm, Monday to Thursday and 9.00am until 3.30pm on Friday with one hour for lunch. However, the Service Desk covers the hours between 8.00am - 5.30pm on rota, with one hour for lunch.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Administrative and Support Services
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