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Team Leader

Location: UK - Cust. Site ENG | Job-ID: 1822 | Contract type: Standard | Business Unit: IT Service Desk

 

General Responsibilities/Accountabilities:


•    Produces and analyses management reports to allocate work and report on KPI trends
•    Manages and motivates staff to be a high performing team. 
•    Customer Stakeholder management, establish and maintain excellent customer relations.
•    Conduct team 121’s on a regular basis.
•    Resolves customer escalation in a timely manner to avoid disruption and minimise business impact
•    Plans and distributes workload appropriately to ensure that business needs and deadlines are met. Managing sickness and leave.
•    Ensure team have the right skills and knowledge to perform day to day tasks. Reviewing training plans on a regular basis.
•    Provides clear, concise and relevant communication to ensure clarity of objectives and expectations.
•    Awareness of cost control and reviewed on a regular basis. 
•    Ensure process and work instruction documentation is in place, up to date, and followed by team.
•    Act in accordance with Information Security Policies.
•    On-board new team member in line with agreed training plan. 
•    Seek opportunities for service improvements
 
Performance Indicators:


•    Ensure Team is managed to meet SLA and KPI performance targets
•    Production of regular performance reports. 
•    Maintain & improve Customer satisfaction levels
•    Understand and adhere to policies and procedures
•    Demonstrates relevant Winning Together behaviours
•    Responsible for reviewing engineering costs.
•    Responsible for management of resourcing requirements
•    Manage and respond to customer feedback, both good and bad.
 

 

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 15,000 employees worldwide and a global revenue of £4.35 billion (2018). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

 

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

 

Interested in joining a company with a strong sense of community?

 

We’re growing. We’re hiring. We encourage. We empower. We support.
#CCwinningtogether

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