L3 Service Operations Teams Lead – Up to £60,000 – Hybrid
The Level 3 Service Operations Team Leader is responsible for managing daily operations of the Level 3 Service Operations Team, managing the team, representing the team to other stakeholder’s and helping to ensure that the team and its services are constantly developing and improving.
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The Level 3 Service Operations Team Leader will work closely with other Service Operations Team Leaders in the Service Operations Area to ensure that all ETS service teams are providing a consistent, standardized and amazing support experience.Role and Responsibilities:
- Managing and developing the Service Operations Level 3 Team to meet ETS customer service standards and standard operating procedures. Managing team to ensure D / W / M tasks are complete
- Developing and training the Service Operations Level 3 Team and develop support documentation to assist with managing incidents and requests
- Reporting and monitoring the Service Operations Team’s performance (tickets, call quality, customer sat etc.) as per standard operating procedure
- Recruiting, interviewing, on boarding and performance management of Service Operations Team members
- Scheduling and resourcing the Service Operations Team to meet customer demand
- Trend analysis to detect continuous improvements, automation and shift left opportunities
- Escalation for 2nd level support and administration including troubleshooting of IT related problems from software to hardware, such as mobile phones, laptops, email, PCs, printers, basic network issues and all IT Managed applications.
- Provide metrics based on customer access channels to help us drive our preferred channels
- Engage with other Service Operations Team Leaders across countries and regions to ensure a consistent service is provided across all ETS services
Essential Skills and Experience:
- Minimum 5 years’ experience working within a technology support context
- Minimum 2 years’ experience working as a leader or manager within a technology support context
- Minimum 4 years Administrator/Engineering experience in an XYZ environment
- Experience working within a commercial business preferred
- Experience working with Service Now preferred
- Experience with M365, Windows, Citrix environment preferred
- Experience working within a distributed environment like retail or banking preferred
Package:
- Circa £60,000
- Discretionary bonus structure
- + Excellent benefits
- Hybrid (3x week in Wimbledon, London)
L3 Service Operations Teams Lead – Up to £60,000
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