Desk Side Team Leader

Kevin Edward Associates
£27000 - £32000/annum additional benefits
08 Jul 2017
07 Aug 2017
Contract Type
Full Time
Job Title: Desk Side Team Leader

Salary Band: £27k - £32k basic (dependent on experience and skills )+ benefits

Location: London

Job Description:

Assisting the Mobile Engineering Manager by managing, developing, inspiring and motivating a team of Desk Side Assist Engineers to provide premium customer service and high quality support services on site.

The Requirements

To provide optimal value to the business by:

* Line management of Desk Side Assist Engineers (DSAs) assigned to a number of customer sites.
* Managing the support delivered to the assigned customer accounts to ensure it meets requirements in line with departmental objectives
* Building and maintaining a good working relationship with customers and DSA assigned to the customer's account.
* Providing the first point of escalation for both customer and DSA on these accounts
* Managing and mentoring the engineers, setting objectives, carrying out appraisals and understanding training requirements.
* Ensuring that all relevant processes are documented and that the knowledge is correctly distributed among the supporting engineers.
* Ensuring that the central documentation stores are maintained and provide enough information for cover engineers to be able to support the sites.
* Managing resource planning on a daily basis for the assigned customers in conjunction with the other team lead/leaders to create plans for holiday, sickness and other absence.
* Operation management of the DSA to ensure SLA's are met, call queues are managed and updated promptly and that customer communications are being correctly done.
* Working with other team leads to identify commonalities between customers to drive standardisation where possible.
* Working with internal departments to actively maintain CSIP for DSA service
* Monitoring and managing escalations from the desk side team to other teams with the business
* Inducting and arranging the required training any new staff / cover engineers on the accounts you are responsible for
* Assisting the DSA manager with on-going business initiatives to increase productivity, enhance customer/team awareness, improve systems and processes as well as other departmental objectives
* Operational management of the team - monitoring, measuring and improving the operation of the team on a day-to-day basis, managing escalations/issues and ensuring that customer expectations and SLAs are met.
* Manage day to day resourcing taking into account sickness, holiday, emergency cover and project/other ad-hoc resource requests
* Appraisals, reviews and 1:1's with staff to ensure training requirements and objectives are being met
* Reviewing documentation, process and procedures to ensure they are correct and complete. Identifying areas where standardisation of process can be driven into all customers

We would like you to have:

* Standard Office Applications especially MS Excel
* Previous experience in leading or mentoring a team
* Excellent communication skills both written and oral - can deal with users and team members with varying skillsets and knowledge
* Ability to deal with sensitive customer issues
* Ability to deal with sensitive team/individual issues
* Effective time management
* Highly organised and able to coordinate a large team
* Demonstrable customer service skills