Service Desk Team Leader - Connectivity

RM Plc
03 Mar 2019
29 Mar 2019
Contract Type
Full Time
As the operational leader you will have the overall responsibility to deliver against Connectivity Service Desk objectives and KPIs and will work closely with the other Team Leaders and Managers across Abingdon, India and Bellshill to ensure that there is a common approach to support provision. The role line manages up to 9 engineers in the Service Desk Team. We are looking for a Team Leader who is passionate about leading a team to deliver an exceptional service to our customers. There will also be an expectation of owning customer experience activities within the team and being involved with wider processes such as new product introduction (NPI).

RM Education has been delivering safe, fast, reliable Internet services for over 20 years and currently have over 3,000 schools that are connected through RM Broadband. We also have a range of internet tools designed for educational use. These tools include RM SafetyNet an established and leading filtering system used by thousands of schools, libraries and local authorities across the UK.

We are looking to recruit a new Connectivity Services Service Desk Team Leader, whose team provide immediate telephone or online technical IT support to our connectivity customers.

This is a great opportunity for an experienced Team Leader looking for a new challenge.

Key responsibilities

1 Operational Management and Improvement

As Operational Lead you are responsible for the delivery against agreed KPI’s and that corrective actions are identified for areas of underperformance. You will act as Incident Manager for major outages and produce appropriate reporting and analysis.

Processes should be challenged to ensure they consistently allow our engineers to deliver excellent support to our customers. Ensure processes and procedures are being followed consistently and any gaps are highlighted and resolved.

2. People Management

Line managing direct reports; providing them with the coaching and development through regular 1:1s, performance reviews, career development sessions.

Active Management: Hold regular team meetings and forums for staff to discuss ideas for improving the service we provide to our customer

As Operational Lead, ensure a cohesive approach is taken across the three locations of Abingdon, Bellshill and our India teams including training, performance management and career development

3. Customer Experience

Owning customer complaints and action requests for the Connectivity Service Desk, conforming to RM customer satisfaction standards in all aspects of your role.

4. Relationship Management

Work closely with other teams in the broader RM Education structure (especially Service Delivery Managers, the wider Connectivity Services Team and other 2nd line teams) to ensure an aligned service operation with issues and improvement projects shared.

Skills & experience

1 People Management

1 Line Management experience

2 Experience of setting and monitoring performance against targets

* Experience of coaching and mentoring of staff

1 Customer Focus

1 Experience working with external customers and managing customer experience issues

2 Demonstrates excellent customer service (for internal and external customers), and recognises when customers require further interaction from a manager

2 Communication and Influencing

1 Excellent verbal and written communication to understand a problem, reassure a customer and confidently articulate how to solve the issue (essential)

2 Able to present operational performance, improvement proposals and influence peers and SMT

3 Results Orientation and Achievement

1 Demonstrates delivery against a challenging set of KPI’s

2 Able to get delivery out of others

3 Understands the ITIL framework

1 Leadership and Vision

1 Able to inspire others towards a common goal

2 Able to establish short term and long term goals that meet the needs of the customer and that of the RM Business for the Connectivity Services Service Desk

We hope you are interested in RM and this role and look forward to receiving your on line application

* RM Group offers all employees great conditions and benefits and has been a Top employer for many years –

* 25 Days Holiday - Group Personal Pension (DC). Automatically enrolled after 3 months. - Employee Assistance Programme (EAP) - Life Assurance (2 times salary) - BHSF Health Cash Plan (Bronze Level) -Statutory Adoption/Maternity Pay - Statutory Paternity Pay -Enhanced Sick Pay-Status and Needs-Based Car Allowance - Commission – Bonus.

* The following voluntary benefits are also available: -Voluntary Dental Plan -Voluntary Health Cash Plan-Voluntary Critical Illness Cover-Voluntary Health Assessments-Cycle to Work Scheme-Give as You Earn (GAYE)-Employee Referral Scheme

For more information on RM Group please visit (url removed)

More Information

RM is committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks.

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