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IRIS Software Group
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Cannock, Staffordshire
Technical Support Team Leader
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Salary: £45,000 per annum |
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Overview
Role overview Build, develop and motivate the helpdesk team through outstanding leadership, inspiring individuals and maximising their performance. Regularly coaching of individual team members and organising ad-hoc team training. Responsibilities will include: Monitor team and individual productivity to ensure that service level agreements (SLAs) are maintained Be involved in the recruitment process for all new team members Deliver monthly 1-2-1s to the team Promote team building and form good relationships with other areas of the business Conduct performance reviews and set objectives Manage time effectively and meet agreed deadlines Show excellent commercial awareness and understand all the aspects of the Support Environment Act as point of escalation for team concerns/customer complaints/issues to be fed back to the Service Desk Manager Use initiative and take responsibility for personal development of staff members Maintain/update/revise management reporting highlighting any deficiencies, possible reasons and build action plans Ensure monthly capacity and workflow schedules are adhered to. Knowledge and Skills · Sound Knowledge of Microsoft Office (Word, Excel, Powerpoint) · Proven knowledge and experience working with Microsoft SQL Server and TSQL · Customer Service skills · Accountancy Knowledge (desirable) · Previous call centre team leader experience (2 years) This job was originally posted as www.totaljobs.com/job/89767122