Consider a new opportunity
This role presents a great opportunity to work for a growing, global ITService provider. The role holders will be involved in delivering outstandingservice in a dynamic and fast paced environment where they will be working withleading companies and the latest technologies.
The Service Desk (SD) teams in Endava MS (Managed Services) provide first levelsupport for Endava MS Customers, acting as single point of contact (SPOC).
TheTeam Leader (TL) undertakes line management role for the SD team, reporting tothe Sub Unit Head. The main responsibility areas are staff development,performance management, coaching, resourcing and scheduling.
The SD TL willensure that the team follows processes and practices, individual and team KPIsare achieved and contribute to process improvement and development.
Career development,continuous improvement and ongoing feedback :
Ensure team and individualKPI targets are achieved
Assist in designingcareer paths of the team members and provide the right amount of support andchallenge for them to reach their goals
Help identify and prioritisethe development areas
Lead by example
Observe and raisetraining needs for the team, coordinate the training / coaching where needed
Client Relationship :
Management escalationpoint for the team
Liaises with Clientrepresentatives when needed
Responsible forcomplaint management
Actively involved in thehiring processes
Contribute torecruitment process design and implementation
Resourcing / Scheduling :
Schedule team shiftsaccording to service levels, staff skill sets, workload trends and leave time
Work with Sub Unit Head toefficiently manage team’s time and balance service call duty versus otheractivities (specific projects, trainings, meetings, events)
Coordinate new starterinduction and team trainings / workshops so that the service provided to theCustomer is not affected
Service Delivery :
Ensure processes andpractices are followed by the teams and that feedback is provided onimprovements
Ensure staff areproperly trained and briefed to deliver support services to customers
Ensure collaborationwith other teams through relationships with the corresponding managers.
Match your profile
Strong written andverbal communication skills in both English and Romanian successfulapplicants should be friendly, and able to communicate well at various levelswithin a business and with end-
users of various skills and experience
People oriented ableto manage different personalities and take appropriate actions for handlingpotential conflicts within the teams
Calm able to deal withpressured staff working to deadlines and work shifts.
Composed and trustworthy is seen as a direct truthful individual, can present the unvarnished truth inan appropriate and helpful manner.
Good command of theMicrosoft Office Suite products
Following skills would be a plus
Familiar with ITsecurity standards and concepts
Familiar with basic networkconnection diagnostics
Familiar with ITILconcepts and practice (certification is a plus)
Prior experience withService Management Systems in outsourcing environments
Understanding of theprinciples behind Active Directory, DNS, local client networking, and bothclient-server and hosted web-based bespoke applications