Service Desk Team Leader

Recruiter
Impetus Automotive
Location
Dudley
Posted
12 Apr 2019
Closes
10 May 2019
Contract Type
Permanent
Hours
Full Time
Do you have proven experience of leading a service desk team? Are you looking for a new challenge? If the answer is YES Impetus Automotive, part of MSX International, are recruiting and we want to hear from you.
Due to continued success and growth, we are now looking to recruit a Service Desk Team Leader to join the team in Whitley, Coventry.
What will I be responsible for?
Joining the team as our Service Desk Team Leader, you will engage and support the Connected Car workforce that drives a 'Best in Class' Global service. We are looking for a candidate who can hit the ground running, supporting the Global network with escalated incidents and develop an extensive skillset.
Reporting to the TSD Operations Manager, you will be expected to bring a wealth of knowledge and experience within a Connected Car project. The JLR InControl product suite encompasses both Telematics and Infotainment features.
Representing JLR customer focused mentality, leading the day to day management of the team, you will be required to meet service level agreements and KPI's. Responsibilities include:
- Creation and maintenance of working rotas and managing leave requests.
- Production of scheduled and ad-hoc metrics reporting.
- Deep-dive into incidents and analysing data sets where required by Connected Car.
- Provide induction training and 1-2-1 support for new starters.
- Implement new processes with team, ensuring they are documented correctly and kept up to date.
- Ensure all contacts are captured in the Case Management Systems to enable the Telematics Service Desk to be a valuable data source to the wider business.
- Where required, quickly implement the required escalation processes and ensure they are adhered to on each occasion.
- Deliver coaching to your team and implement Performance Development Plans, as appropriate.
- Provide support to the Customer Contact Centres & Retailer Technical Support Teams.
- Drive quality performance within your team to achieve great results in respect to Concern Resolution.
Who are we looking for?
As our ideal Service Desk Team Leader, you will have extensive customer service experience with proven people management skills. You will have excellent knowledge of Telecommunications, Telematics, IT Services, Network Topologies, Internet of Things; as well as advanced knowledge of Microsoft Office.
You will have a keen interest in technology, keeping abreast of advances and news with the desire to learn through provided training and personal development. Ideally, you will hold a Qualification within IT service delivery e.g. ITIL. You will also have:
- Desire to learn through provided training and personal development.
- A highly motivated, results orientated, energetic and inspirational team leader.
- Possess advanced communication abilities to be utilised with various levels of the business
- Excellent time management skills, able to work to deadlines on multiple tasks
- Ability to work as an individual, part of a small shift team and a larger operational team.
Rewards and Benefits:
In return for your hard work as a Service Desk Team Leader, you will be entitled to a salary of £29,000 with a £100 a week on call bonus (on call 26 weeks a year) and a great range of benefits, including:
• 33 days annual leave including Bank Holidays
• Free Parking
• Company contributory pension plan
• Cash back health care scheme
• Life assurance
• Car salary exchange scheme
If you feel you have the skills and experience required to excel in the role of Service Desk Team Leader, we want to hear from you. Please click APPLY below to register your interest

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