IT Service Team Leader - ITIL, Windows, SC Clearance

IT Service Team Leader - ITIL, Windows, SC Clearance - (RL7968)

Our Global Enterprise client is looking for an IT Service Team Leader, delivering services for a large public sector customer. The role will be on a fixed term contract for an initial 6-month period with likely extension. The successful candidate will have a track record of leading IT services teams, achieving KPIs and SLAs and managing service improvements resulting in a first-class customer experience.

Start Date: ASAP
Duration: 135 days (initially)
Pay Rate: £29-34 per hour (PLEASE NOTE: Employer NI is paid for by the client)
Total Daily Earnings: £32-£37 per hour (includes rolled up holiday)
IR35 Status: Inside
Location: Bristol

NOTE: Active SC Clearance is highly desirable.

Responsibilities:

• Lead and manage a team of 5-7 engineers to deliver the required contractually compliant service to the customer(s).
• Lead Daily calls with support team to ensure issues are identified and managed appropriately.
• Engage with service managers and customer stakeholders to ensure service is running smoothly.
• Use reporting to understand data and performance indicators to drive service improvement.
• Use data and key relationships to forecast future resource requirements.
• Work with client to ensure resource and skill levels are fit for purpose.
• Work with the service delivery lead, other service team leaders and internal operational teams.
• Identify, record, and manage issues to improve processes and service.
• Manage escalations and engage appropriate teams through to successful resolution.
• Manage formal complaints and dissatisfied users.
• Suggest and support new processes, changes to process and improvements to service and/or user experience.
• Ensure adherence to both customer and client policies and procedures.
• Ensure high level of team communication and engagement with objectives.
• Perform Team Operational 121s.
• Regularly attend management meetings.

Performance Indicators:

• Team/service SLA performance
• Team utilisation levels
• User satisfaction scores
• Staff engagement/morale
• Ensuring warranty credits are achieved for vendor device repairs

Key relationships:

• Operational Delivery Managers
• Service Team Leaders

Knowledge, Skills & Experience:

• Leadership and management
• Organisation
• Good understanding of IT services delivered to end users.
• Good customer service skills
• Good understanding of our MOS processes and tools (Training will be provided)
• Good knowledge of Windows and Office tools
• ITIL knowledge or accreditation

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Curo Services endeavours to respond to all applications, however this may not always be possible during periods of high volume. Thank you for your patience.
Curo Services is a trading name of Curo Resourcing Ltd and acts as an Employment Business for contract and temporary recruitment as well as an Employment Agency in relation to permanent vacancies.