Teamleader - IT Service Operations

Life on the team

We are currently recruiting for a team leader for one of Computacenter`s largest and most prestigious Managed Services covering 20 countries. The UK service delivers support to end users across 5 UK locations with the main user base being in Milton Keynes.

You will be based in Milton Keynes but with travel required to other customer locations in the UK when needed. 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 you’ll do

• Lead and manage a team of engineers to deliver the required contractually compliant service to a customer(s)
• Lead daily huddles
• 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 TRG to ensure resource and skill levels are fit for purpose
• Work with swap and logistics teams to understand and help address stock , build or partner delivery issues
• 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

What you’ll need

• Ability to Lead and manage a team to drive exceptional performance
• Ability to work as part of an international team
• Organisational skills with the ability to prioritize
• Good understanding of IT services delivered to end users.
• Good customer service and stakeholder management skills
• Good understanding of our MOS processes and tools (training given)
• Good knowledge of Windows and Office tools
• ITIL knowledge/accreditation