CAREERS

About the Role

As a Service Desk Team Leader at Akita, you will:

• Support and assist all Service Desk Engineers by:
• Acting as a point of escalation and guidance for technical, operational and process queries.
• Providing performance feedback to the team and individuals and taking appropriate action to meet service levels.
• Provide technical and operational coaching to members of your team.

Team Coordination

• Lead your team’s response based on ticket priority, SLA and other operational factors.
• Assist the SDM to coordinate the flow of tickets within your team, ensuring the right person on the right job at the right time to maintain ticket flow and meet the defined service KPI targets.
• Actively encourage the engineers to work smarter through team collaboration, responsible multi-tasking and following process flows.
• Overseeing the handover of tickets in the event they require reallocation.

General Responsibilities

• Update the SDM communication channels in the event concerns or issues are identified and advise of the action you are taking to achieve a resolution.
• Support other Service Desk Team Leaders with their responsibilities as required.

Engineer Responsibilities

• Work service tickets that align with your technical ability
• Be part of the 3rd line On-Call rota
• Achieve the individual service KPI targets assigned to you.
• Work escalated service tickets from more junior members of the team.
• Be a proactive member of the Service Desk Management team, providing constructive input into team meetings, keeping the SDM informed of important daily matters.
• Help shape the culture and attitude of your team.
• Demonstrate the Company values and ensure a positive morale on Service Desk. This will require clear and appropriate communication, escalating to the SDM as required and maintaining professional boundaries with your team.

Not all tasks or responsibilities need to be explicitly written; this document is intended to act as a guide. However, as a member of the SD Management team, you should uphold the values and behaviours expected by the Company, demonstrating best practice to everyone in the team. Ad hoc tasks include:

• Actioning tickets if required.
• Approval of time sheets for direct reports.
• Identifying training requirements within the Service Desk team and feeding back to SDM.
• Identifying shortfall/trends in resource issues and equipment and feeding back to SDM.
• Seeking support from the SDM in the event employee relations issues arise.
• Managing complaints with SDM and assisting if instructed.
• Being responsible for ensuring Service Desk notes are updated when found to be incorrect or absent by an Engineer.
• Ensuring engineers are writing the appropriate knowledge base articles when there is a knowledge gap.
• Any other duties as required in line with business needs.

Core Skills

The post holder will have:

• Strong technical knowledge with experience working for a Managed Service Provider
• Experience on Helpdesk as a 3rd Line Engineer
• Experience of line managing a small team
• Demonstrable experience managing customer relationships

Desirable Skills and Experience

• A background in Service Desk management or as an accomplished Engineer would be advantageous

Person Specification

The successful post holder will demonstrate:

• A calm approach in a pressured environment
• A logical, methodical approach to the task at hand
• Excellent documentation and communication skills
• High standards of customer service
• A personable nature
• A keen level of attention to detail
• The ability to lead others, promoting the Company’s cultural and professional values
• A history of being a proven an accomplished problem solver