Operational responsibility for the day-to-day management of a team of Co-ordinators, Specialist and Principal Specialists, leading and monitoring the team’s delivery of the best practice operating model and ensuring the highest level of customer experience (including tickets and queries dealt with in a timely manner and escalations managed correctly).
Performance management of the team against individual and team SLA’s, KPI’s and Targets
Be the first point of contact for any technical escalations within the team
Verify any ticketing system reports as needed (Ageing tickets, last update, time in progress, ticket closure etc.)
Completing daily, weekly, monthly and quarterly reports as required
Review of the Operation Manuals and other process documentation; making updates on a need basis and making the team aware of this
Build and maintain strong working relationships within the team, with Internal Technology, the wider AMS business and 3rd party vendors to ensure delivery against SLAs and a consistently high quality of service.
Responsible for 1 to1’s, performance reviews and development plans for the team
Act as a subject matter expert and provide guidance as required around internal technology platforms
Work on more complex tickets when needed and help the team to get onboarded to new clients.
Join calls with vendors.
requirements-expected :
Experience on a service desk or in a similar customer facing role with 1st & 2nd line support
Previous team management experience
Strong working knowledge of all Microsoft packages, specifically Excel and PowerPoint
The ability to learn about new systems and services quickly
Excellent communication skills including via the telephone, e-mail and face to face
The ability to communicate at all levels internally and externally
A strong attention to detail
Proactive problem-solving skills
Strong IT skills and computer literacy
Knowledge of ITIL is a Plus
Knowledge of ServiceNow or any other ticketing tools.
offered :
Full training and support
High value and challenging work
A vibrant, diverse, and collaborative culture
Flexible working
A competitive reward and benefits package*
The opportunity to embark on a recruitment career with one of the world’s leading recruitment companies
Details may vary slightly depending on your location, local labour law, etc.
