Service Desk Team Leader - London, United Kingdom - Optimity
Description
THE ROLE
The Service Desk Lead runs our dedicated engineering team working with key client relationships or 'strategic accounts'.
Capable of forming considered, responsive & effective service delivery with our customers and to enable our customers to gain maximum benefit from their partnership with Optimity.
This is an experienced management role, running a small team of engineers who are based onsite.A good understanding of SME network infrastructure, endpoint management & information security and the ability to communicate your understanding to a mixed audience, including client system administrators as well as, executive stakeholders.
Experience & authority working at a senior level with the ability to motivate a strong technical team around you.DUTIES
Account reporting & relationship development:
- Producing weekly and monthly client status reports detailing time used, tickets, monitoring reports and any incident reports.
- Assist with design & process of incident management, request fulfilment and change management processes to increase client satisfaction.
- Ownership of internal KPIs that provide utilisation scoring and ROI metrics.
- Managing any escalated service issues with passion and urgency.
- Act as a 'strategic account' stakeholder escalation point with CIO & Technical Account Lead.
- Help generate department 'strategic account' metrics working with CIO & Technical Account Lead.
- Continually look for areas of improvement and deliver these to the customers.
- Consistent contact with 'strategic accounts' to keep our customer stakeholders close and for us to be able to proactively react to their needs & obtain service desk feedback.
- Quality control on all 'strategic account' customer service communication.
- Chair & help run the monthly service reviews with 'strategic accounts' / alongside Technical Account Lead & CIO.
- Maintain indepth product knowledge of the service offerings of the company.
Opportunity development:
- Attend first contact meetings with prospective customers to ensure service management processes are understood & presented.
- Experience with SD platforms & external KPI reporting.
- Interact with new clients on boarding and responsible for the service desk UAT.
- Help manage all subscription licensing, renewals and quotes.
- Input into client technical roadmaps and budgets.
Workflow & best-practice development:
- Maintain indepth product knowledge of the service offerings of the company.
- Assist the Procurement Officer with the quoting and purchasing platform and to help educate its use across the IT team.
- Drive the onboarding & onboarding process at each key account within service desk management across the team to enforce a security first mentality.
- Consult & inform executive management with 'strategic account' management issues / feedback & opportunities.
MINIMUM REQUIREMENTS:
- 4 years technical & commercial experience of MSP and/or ISP operational platforms eg, service agreements, service desk, time reporting, quoting & purchasing.
- Experience creating and presenting service level agreement (SLA) & key performance indicators (KPI) metrics from service management platforms e.g., FreshService, ConnectWise etc.
- Experience creating and delivering technical presentations internally and externally, communicating to stakeholders but also outlining challenges and steps to resolution.
- Feedback on issues with current services and provide input around new / alternative solutions & platforms.
- Be an ambassador for brand Optimity, striving to deliver service excellence across the range of Optimity IT services & solutions.
- Ability to identify and present technical solutions to problems having a strong problemsolving mentality.
- Teamwork oriented and strategically focused on customer service and quality.
- Able to adapt to an everchanging environment while being able to remain focused and not lose sight of strategic goals.
- A high level of work independence is necessary while being able to be supportive and provide direction based on company initiative.
- Have a track of understanding client business goals and commercial knowledge.
- Strong verbal and written communication and IT fluency.
- Indepth knowledge of the industry and its current events and technological Developments.
- The ability to handle pressure and meet deadlines.
- Skill in prioritising and triaging obligations.
- Passionate about Information Security.
Job Types:
Full-time, Permanent
Salary:
£40,000.00-£43,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Cycle to work scheme
- Free parking
- Life insurance
- Onsite parking
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Ability to commute/relocate:
- London: reliably commute or plan to relocate befo
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