Service Desk Team Leader

Opportunity

Atos are investing in our future by investing in yours. We have recently announced our intentions to provide services to many of our customers through UK based delivery capability, offering long term careers within the communities of Birmingham from which we operate and will grow our business over the next decade.

The first stage of this investment is to build a new Level 1 Support Service Desk team, and we are seeking to appoint three Team Leaders to ensure we maintain and deliver outstanding levels of service to our customers, and continually develop our people. As the footprint of our new centralised delivery grows, opportunities for your own development will be mirrored as we bring more clients and services onboard. Your performance will foster future opportunity in line with our Internal First approach to progression.

How you will impact our success

This new team will be built with Apprentices. We would like our leaders to have experience working with team members who are undertaking such a programme and understand the stages to their development.

Below is a list of the types of activities that will be undertaken during a working week, in collaboration with management, peers and team members. Hearing about your previous experiences and expertise in these areas as a leader will be of great interest and form part of the discussions in this process.

• Call listening for your team to identify opportunity for recognition and development
• Identifying positive behaviour and performance and attaching the appropriate recognition
• Support the welfare of your colleagues by noticing any individual and team challenges and take ownership to resolve
• Take call escalations when required and resolve as appropriate
• Support new team members through their onboarding period
• Identify key skills and strengths within your team and work with them to optimise these, to help drive team performance
• Ensure all team members understand exactly what is expected of them, by clearly communicating targets and objectives
• Manage performance to continually move good performance to great performance and improve underperformance
• and consistently meet team performance objectives by reviewing team performance data congratulating successes and taking early action to resolve problems
• Ensure you and your teams know and understand developments in our business and services that we provide to our customers
• Analyse performance data - KPIs, customer feedback, metrics and translate into action plans and
• Procedural compliance standards are maintained at all times
• Developing positive customer relationships

Location

Birmingham Business Park

Eligibility

The candidate should be eligible for SC clearance (Should have lived in UK for last 5 years continuously)

Rewards and benefits

• 25 days annual paid leave;
• Private medical scheme membership;
• Pension contributions up to 10%;
• Flex benefits program;
• Courses and certifications opportunities;

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs.