Operations Lead

Newcastle upon Tyne
18 May 2017
16 Jun 2017
Contract Type
Full Time
We have an exciting opportunity to recruit an Operations Lead for our Client based in Newcastle. The successful candidate will be responsible for managing a team of Agents performing level 1 incident management activities.

Key Responsibilities:
- Manage a team of Agents performing level 1 incident management activities
- Delegate incidents to the Triage Team Leader
- Act as a point of escalation, answering procedural and solution questions or tackling obstacles preventing incident resolution
- Management of the Complex Incident Team
- Manage team performance and metrics addressing productivity and quality issues where necessary
- Produce weekly reports summarizing performance
- Escalate issues to operational owners
- Attend internal Incident, Problem and Knowledge Management meetings
- Engage in reporting for daily customer meetings, attending and providing input where applicable to enhance clarity/understanding of current performance

Essential Skills:
- Experience in Service Management required at an Operations Management level
- Ability to adapt priorities and respond to senior requests as and when demanded
- Good understanding and experience of Excel based data analytical capabilities
- Understanding of SM9 toolset and MOD Account desired

Essential Experience:
- An excellent understanding of the service desk environment

Essential Knowledge:
- Good general knowledge of IT
- Proficient in the use of Microsoft software packages
- Proficiency in the use of logging tools

Due to the business needs of this role SC security clearance is an essential requirement. If applicants do not currently have SC clearance they must have photographic ID in the form of a passport or driving license, that is in date and reflects the applicants current address.