Onsite Team Leader (6-Month Contract)

Job Opportunity: Onsite Team Leader (6-Month Contract)

Are you an experienced leader with a passion for customer service and a strong technical background? We have a fantastic opportunity for an Onsite Team Leader to join a dynamic team for a 6-month contract. If you have excellent management skills, a broad knowledge of IT support, and are available to start immediately, we want to hear from you!

Role Overview:

The Onsite Team Leader will be responsible for leading and motivating a team of dedicated Deskside Engineers to deliver high-quality end-user support. The role involves ensuring exceptional customer service, meeting SLAs, and optimizing processes for continuous improvement in line with the company's objectives.

Key Responsibilities:

• Team Leadership: Lead and manage a team of second-line support technicians, providing guidance, coaching, and mentorship to foster a high-performance environment.
• Ticket Management: Efficiently manage the support ticket queue, ensuring fair distribution of workload and adherence to SLAs.
• Incident Management: Serve as the central point of contact for escalations, ensuring effective communication with first-line support teams and external vendors for quick resolution.
• Quality Assurance: Implement and maintain quality assurance processes to uphold the highest standards in service delivery.
• Procedures & Processes: Define, document, and review procedures to enhance the onsite support function, ensuring smooth day-to-day operations.
• ITIL Best Practices: Promote ITIL best practices across the team to ensure optimal support functions.
• Customer Relationship Management: Build and maintain effective working relationships with internal and external teams to ensure clear communication and customer satisfaction.
• Continuous Improvement: Support the onboarding of new services and contribute to the continuous improvement of service delivery.

Qualifications & Skills:

• Customer Service Focus: A strong commitment to providing excellent customer service.
• Leadership Experience: Proven ability to lead and manage a team effectively.
• Technical Expertise: Broad knowledge of IT support, including hardware and software troubleshooting.
• Communication Skills: Excellent communication skills, both written and verbal.
• Problem-Solving: Strong ability to manage and resolve issues promptly.
• ITIL Knowledge: Experience with ITIL best practices is highly desirable.

Additional Requirements:

• Must be available immediately for a 6-month contract.
• Must have broad shoulders, capable of handling the pressures of a dynamic, high-demand environment.

If you are an experienced leader looking for an exciting challenge and have the skills to manage and improve IT support services, we would love to hear from you!

Apply now!

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