Support Desk Team Leader - Macclesfield, United Kingdom - Control Group

Control Group

Verified Company

Macclesfield, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Operations Manager

Salary depending on experience, + 28 days holiday (increasing with years of service) + portable smart device + life cover + Birthday Off

Background:

Control Group are specialists in the specification and installation of integrated electronic systems predominantly to the commercial market.

The group has extensive resource in electronic system design and innovation, using customised intelligent systems to inform, control & protect client operations.

There is a wide variety of equipment & practices in use, therefore, a flexible approach with a constant emphasis on learning & development of the technical skill base is needed, to enable both the company and you to play a key part in directing the next innovations.

Ideal location:
Bollington, Macclesfield, Cheshire

You will be required to work from the Group's Head Office, which is based in the idyllic town of Bollington in Cheshire, With possibility of Hybrid working model once up to speed.

Job Role:

This role requires experience within an Operational role, alongside the ability to manage a team of IT technicians, whilst ensuring the Group's internal support requirements.

It is a very responsible and varied role.

The primary focus of the role is to ensure that our clients receive excellent customer service, adhering to stringent SLA's.

Reporting to:

You will be reporting to the Operations Manager

Key Responsibilities of the role include:

Responsibility for the management, training and development of the support desk personnel
Provision and management of technical support for clients, enduing all SLAs and KPIs are achieved and both clients and engineers are communicated with professionally and in a timely manner
Monitoring and scheduling of all works, ensuring all ticket allocation and closedowns are completed on a daily basis, in accordance with NSI accreditations
Chairing a weekly support desk meeting to discuss any outstanding tickets, achievements, failings and action plans
Monitor incident reports, client complaints and agreed SLA's, report concerns where applicable
Facilitate training/updates for your team, for new system designs released by the Innovations Team
To work closely with key suppliers, such as ARCs, CSL etc., to ensure we are getting the best value and performance from these suppliers
To work on improvements and innovation projects as an when required
Prepare and present reports on a monthly and weekly basis to demonstrate service delivery standards and highlight action points

Required knowledge and experience:

Experience within the following areas would be an advantage, Access Control, CCTV, Intruder, Fire, AV and IT Systems
Excellent at managing people, motivating and developing staff
Ability to meet deadlines
Organisational and problems solving skills
Encouraging fellow coworkers
Ability to handle stressful experiences
Demonstrate tact, professionalism and diplomacy in all situations at senior management level

Desired but not essential: