Job Title:

Service Desk Team Leader

Reports to:

Service Desk Manager

Background/Role

Background

The connected car space is one of the fastest growing sectors in the Internet of Things. A new generation of vehicles are coming off the production line that are more like computers and are by default connected.  Car manufacturers are looking to extend what have been traditional infotainment systems, Insurers are looking to provide better understanding of risk, Users are demanding more feedback, everyone has increasing amounts of data available that they need support to understand.

This role is to join the Wejo Service Desk to lead and mentor the team, ensuring consistent delivery of high-quality services to end users and customers.  This position requires that you establish and manage expectations within the business and deliver processes that drive the delivery teams to achieve and exceed those expectations.

 

Key Responsibilities

·       Manage and co-ordinate the processing of incoming calls / tickets to ensure courteous, timely and effective resolution of incidents and requests

·       Develop and implement ticket handling and escalation policies and procedures

·       Develop and implement team and inter-team workflow processes

·       To engage in continuous service improvement initiatives in order to deliver a more effective, consistent services

·       Work with the incident management team to recover services as quickly as possible in the event major incidents

·       Work with the problem management team to identify and remove the root cause of problems

·       Implement KPI’s for measuring process performance, and provide reports based on output

·       Ensure all service desk knowledge and process documentation is of a high quality, identifying and implementing improvements where required.

·       Raising Service Desk Team observations and recommendations to the Service Desk Manager regarding:

§  Identification of problems or recurring incidents

§  Identification of trends in incidents and service requests logged and input for consideration as projects, upgrades, or problem management

·       Provide reporting on call volumes and incident trending within the Service Desk and wider IT Team.

·       Contribute to Service Level reporting to Management.

·       Lead team planning, decision making and service improvement activities.

·       Implement service improvement ideas.

·       Contribute and encourage the development of information into the knowledge base to better support the Team.

·       Lead, co-ordinate and allocate incidents and requests

·       Be an escalation point and provide co-ordination and support for the Service Desk during high severity incidents

·       Provide communication to stakeholders in preparation for planned work and unplanned outages

·       Raise and work with other team leaders on resolving reoccurring incidents / requests

 

 

·       Ensure processes are carried out in accordance with agreed standards or procedures:

§  Record, classify and prioritise requests and incidents in via phone and tool-set templates

§  Identify and record incident symptoms, determine possible causes and either resolve or allocate for resolution.

§  Ensure documentation of incident resolution, where it may be reusable is submitted into knowledge base.

§  Verify with the affected Users that the service request/incident has been satisfactorily fulfilled/resolved and then close.

·       Maintain the skills and competencies of Service Desk personnel

·       Evaluate employee performance, through goal setting, regular 1-2-1 meetings and performance review

·       Be a focal point for the team for communication and issue identification, resolution and escalation

·       Provide technical mentoring and coaching of team members where appropriate.

·       Lead Service Desk team meetings

·       Undertake any relevant tasks, determined as required by the Service Desk Manager

Skills & Experience

REQUIRED

·       Experience of owning, managing and improving Incident Management and Request Fulfilment processes in a fast-paced Service Desk environment.

·       Ability to work as part of a team and to share knowledge to support and improve service delivery.

·       Ability to be positive and actively encourage and mentor others within the team

·       A passion for Service Improvement

·       Use own initiative, be proactive, flexible and adaptable

·       Excellent customer facing skills and experience of dealing as the main point of contact for external customers

·       Excellent people management skills

·       Excellent written and verbal communication skills

·       Able to work under pressure and meet deadlines

·       Able to manage sensitive and sometimes confidential information

DESIRED

·       Knowledge of project management methodologies and techniques

·       Experience of working in a change and release role in an AWS environment

·       ITIL Foundation v2 / v3