IT Team Leader

Edinburgh
Posted
3 days ago
Contract type
Permanent

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0131 270 XXXX Reveal

Description

A fantastic opportunity has become available as a IT Team Leader working for a Global organisation located west of Edinburgh.

You will be responsible for managing a team of helpdesk level one administrators and helpdesk analysts, providing helpdesk case management services and the co-ordination of technical support services to Customer Support Services (CSS). This position is directly responsible for ensuring that helpdesk and technical service delivery meets and surpasses internal and client based SLA's. This position is also responsible for ensuring that there is effective and timely communications of issues and resolutions, and to build strong relationships with internal clients and EMEA support personnel.

Your key duties and responsibilities will include:

* Incident Processes - to further develop the processes to improve the efficiency of communication, escalation and technical resolution, through business owner communication, performance management and resource capacity planning. To work with the corporate service desk and EMEA IT to develop and deploy corporate standards in this area.
* Incident Management - to manage the day to day local helpdesk operations, through resource management, monitoring, escalations, management reporting and client liaison.
* Team Leader- to manage the local IT administrators and engineers, primarily in people management mentoring and resource planning.
* Client Relationship Management - to build on internal client relationships to ensure the IT organisation works closely to meet business requirements, including the development and maintenance of SLA's.
* IT Physical Asset Management - Responsible for IT asset management for CSS and provide reports to management and the Sykes Asset Manager in accordance with SYKES standards.
* Software Compliance - Responsible for all CSS software compliance issues and provide reporting as needed.
* Standards - To ensure that Sykes corporate standards and procedures are employed throughout the work of the team and throughout the site.
* Billing - To ensure the timely and accurate reporting for Tellibiling and additional local services
* Financial Management - To provide financial management for the IT element of the CSS facility, through budget management, forecasting, and procurement, in line with SYKES corporate standards, processes and procedures
* To manage a team of helpdesk administrators to include personal development plans, daily resource/task management and project management. To oversee and supervise contractors and other third parties.To be considered for this opportunity, our client is looking for individuals who offer the following experience / background:

To be considered for this opportunity, our client does require the following background / experience:

* Extensive experience of working in an IT environment
* Extensive experience working in a leadership role within a customer facing organization with client interface experience.
* A wide range of technical skills including telephony systems along with server and network administration experience.
* Proven skills in process management, team building and motivation
* Must have experience of delivering services meeting Service Level Agreements
* Excellent customer service skills and flexibility to create and maintain a positive working relationship across all internal departments
* Understanding of call centre practices and technologies
* Good understanding of business issues and ability to prioritise accordingly
* Strong written, verbal and presentation skills
* Proficient use of Microsoft Office products
* Working knowledge of Change Control/Management processes
* Ability to write reports, business correspondence and procedures.
* Ability to effectively present information and respond to questions from groups of managers, clients and customers.
* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
* This position is an environment that operates on a 24x7 basis (open 24 hours a day, 7 days a week). The IT Team Leader is expected to be available to work extended hours to accomplish critical tasks essential to the continuance of uninterrupted operations of the department.

Ad ID: 1202817806

Contact this advertiser

Posting for 4+ years See all ads

Contact details

0131 270 XXXX Reveal

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