VOIP/SIP Team Leader

Henderson Scott
Brighton, UK
16 Oct 2019
30 Oct 2019
Contract Type
Full Time
Our client is a global Voice provider and they are looking for a Provisioning Team Lead (Voip Sip) to join a team of 3 Senior Engineers.

Our client is rapidly growing by acquisition and they specialise in providing cloud telephony, cloud solutions, IT managed services and connectivity into small and medium sized organisations.

This position is offering a competitive salary with great benefits, and professional development opportunities.

? Report to the Service Delivery Manager

? Monitor trends to identify issues, resolve and put measures in place for long term resolution

? Instil rigorous practices within the team, ensuring complete and accurate logging of all calls and projects.

? Understand that critical evaluations will be based on core metrics such as logged calls and resolution times

? Escalate issues to management - another multi-faceted aspect of being a successful Team Leader is the need to be able to translate IT and service issues into management-speak

? Manage and coordinate urgent and complicated porting/provisioning issues

? Resolve service calls/projects as required by the Service Desk at an operational/ technical level

? Building team spirit and motivating team members

? Assist the Service Delivery Manager with developing and maintaining the documentation of processes and procedures

? Support the business as they grow by acquisition, integrating and restructuring to support Service Delivery objectives

? Supervise, support, train and mentor a team of engineers

? Recruiting, training and supporting provisioning representatives and engineers

? Manage a team across various functions to ensure the timely delivery of solutions and resolution of incidents in line with sometimes challenging SLA's

? Provide insight to management, reporting KPIs and trends of the team

? Management skills, working with SLAs, Service Levels and KPI's to be utilised daily

? Manage overall service desk operations with porting and provisioning (including off site operational teams)

Essential skills:

? A technical background with knowledge of relevant technologies; VOIP, Unified Communications, Connectivity, Cloud Services, carrier services and management

? Experience of direct line management of operational teams; performance management, appraisals, coaching, training, hiring

? An exceptional customer service mindset

? Maintain a high standard of work and professionalism

? Demonstrating initiative and creative thinking

? Logical approach to problem solving

? Ability to work unsupervised and diligently

? Able to identify when a problem may require escalation

? Excellent time management and priority determination skills

? Personal determination to increase knowledge and competence

? In the absence of senior management to be able to oversee day to day activity

? Proactive, tenacious, excellent customer service, communication and relationship building skills

Desirable skills:

? Understanding of ITIL practices

? Experience of being responsible for IT Service Management (ITSM) tool set and constant upkeep to ensure tools are fit for purpose and working as required

? Strong customer service skills and ability to coach teams

? Experience of leading an IT service delivery team and sound knowledge of problem management and incident management processes

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