Technical Service Team Leader (894055) Telford, England
Salary: | GBP22000 - GBP27000 per annum |
A rapidly expanding company in the Shropshire area are looking for a Technical Services Team Leader. Working in the Technical Service Centre you will be assisting with the management of the day-to-day activity, development, effectiveness and quality of the work undertaken by the team.
Key responsibilities:
- To manage the day-to-day activities of the team in accordance with company procedures, including delegation of tasks where needed;
- Ensuring team guidelines are adhered to at all times;
- To develop the skill sets and competencies of the team, including help with personal development plans and training schedules;
- To monitor the performance of the team and the individual members against performance objectives and targets set;
- To perform hands on technical work to maintain technical knowledge and therefore provide overflow capacity when required by the team;
- To lead by example and assist the team to achieve its set targets;
- To liaise with the team managers regarding support and customer issues and escalate where required;
- The creation of new and the reviewing of current documentation including team briefings;
- To help with the management of team motivation which would include reporting any issues back to the team management;
- Perform HR activities for all direct reports, including, but not limited to sickness reviews, one to ones, appraisals.
- Support and mentor team members, providing on the job training where required;
- Collaborate with teams to achieve fault resolution;
- Keep up to date with the company’s service portfolio;
- Liaise with other internal departments over any customer queries/disputes or escalations;
- To work within a team and keep a pleasant working environment;
- To continually keep abreast of new procedures and implement when necessary;
- To suggest improvements to management in relation to working practices;
- To provide support during out of hours as per your contract and when scheduled to maintain the quality of customer service;
- To schedule the staff rota system;
- To diagnose customers problems as methodically and efficiently as possible;
- Telephone and email support for customers, including logging of issues on internal systems;
- To effectively manage technical support complaints within agreed SLAs and produce reports where applicable.
- Communicate with 3rd parties including fault logging;
- Managing special faults investigation charges where applicable;
- To ensure customer compliance with acceptable use policy via processing of abuse reports;
- Provide reports / advice to management when required;
- Any other tasks that may occur from day to day within the department.