Team Leader - Service Desk and Field Engineering

Key accountabilities and responsibilities

• Team leadership and management

• Management of 3rd party vendors / suppliers

• Engagement with Business Relationship Managers and business representatives

• Escalation management (major incidents)

• Enabling and improving people, process and technology to deliver an optimal IT support service to the business

• Service reviews, KPI, management information reporting

Key activities

• Team management

• Annual objectives and performance reviews

• Career development

• Remuneration

• Scheduling / prioritisation

• Attrition

• Manage service reviews, service levels / OLA, operational engagement with all 3rd party and internal vendors / suppliers

• Engage with Business Relationship Managers and business representatives to optimise response and restoration for major incidents

• Ownership and leadership of response and resolution for all major incidents

• Co-ordinator and point of escalation for all timezone operational issues

• Create, maintain and continuously improve Service Operate and Service Transition process and technology standards, including IT information library and CMS frameworks

• Ensure the delivery of IT security operations services

• Respond and address audit issues

• Provide regular internal reviews on key performance and management information reporting

Educational and professional requirements

• Education level : Degree

• Relevant experience : 5+ years (hands-on)

• Professional certifications / qualifications : ITIL certified

• Technical skills : ITSM tooling, Google Productivity Suite, experience of working with Agile and DevOps methodologies

• Non-technical skills : Communication, team-work, problem-solving, analytical, flexible, adaptable, organised, manage under pressure

• Language : English, and predominant timezone languages