Address
Form of work On Site Team Leader/Field Services
The team leader will form part of the management team to oversee the local desktop operations function and act as a liaison point with the client and HCL Internal Teams.
This position will focus on managing the operation including the day to day staff management, associated queues/standard activities to ensure we meet our contractual obligations to the client.
Key Responsibilities include:
Queue Management
Staff Management responsibilities
Process Ownership & Management.
Escalation ownership.
Communication, customer service & Teamwork.
Technical Skills
Key competencies for this role: -
Teamwork and Collaboration
Service Focus
Innovation & Business Change Management
The team leader will form part of the management team to oversee the local desktop operations function and act as a liaison point with the client and HCL Internal Teams.
This position will focus on managing the operation including the day to day staff management, associated queues/standard activities to ensure we meet our contractual obligations to the client.
Key Responsibilities include:
Queue Management
- Monitor the tickets for SLA/Quality/Aged Profile/MD tickets/Premium Tickets.
- Ensuring all Incidents/Requests are met within the agreed service targets.
- Review & reporting of any SLA failures. (Analysis / Trending)
- Ensure fair distribution of work and redistribution in the event of staff absences both planned and unplanned.
- Proactively monitors pending tickets.
- Escalation point for priority/escalated tickets.
Staff Management responsibilities
- Responsible for updating the engineer Shift Rota and Holidays approval.
- Ensuring all Sickness is accurately reported and return to work interviews carried out where appropriate.
- Review technical performance by engineer.
- Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management )
- Provides coaching and training to the engineers.
- Oversees the on/off boarding of staff.
- Ensure new team members have access to all required tools, Academy and Client + HCL processes and procedures i.e. Confidentiality agreements, contracts, etc.
- Ensuring all off-boarding activities take place to for both HCL and the Client processes.
- Holds regular team meetings with actions recorded and documented 1-2-1's with engineers.
- Ensuring all key Client and HCL processes. Policies and procedures are followed. For example, Call Management, ITIL Processes, security policy etc...
- Ability to manage/motivate people and teams.
- Strong team management skills, with ability to have difficult conversations.
Process Ownership & Management.
- Ensures all Technical/Operational processes are followed and understood.
- During team meetings ensures regular process awareness sessions are carried out.
- Ensures engineers are trained on new processes and technologies within the support remit as required.
- Proactively identifies gaps in knowledge and addresses with engineer through 1-2-1/group training sessions.
- SME for all processes.
- IMAC Supplier/Logistics/Client Advice/Moves Management.
- Looks for opportunities of improvement, around processes and how services are delivered.
- Ability to communicate at different levels within the organization,
- Ability to write business cases and justification documents, Ability to manage multiple work streams
Escalation ownership.
- Taking ownership of Escalations through to resolution on all appropriate requests.
- Engineer allocation for priority tickets.
- Initial point of contact for escalations form ITSD.
- Reporting on escalation trends and taking steps to minimise escalations.
- Ability to prioritise when under pressure.
Communication, customer service & Teamwork.
- Act as interface for other HCL delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.
- Speaks good clear English. Language.
- Strong Written and Verbal Communication Skills at senior stakeholder level.
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.
- Maintain healthy group dynamics.
- Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager.
- Must be detail oriented and self-motivating.
- Relationship Management internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations.
- Flexibility with respect to time client deliverables need to be met with a Can do attitude.
Technical Skills
- Excellent problem solving / quantitative/ analytical skills.
- Excellent understanding End User IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7/10.
- Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook etc
- Detailed understanding of IT Infrastructure in a Corporate Environment Server/Network/Database/Security
Key competencies for this role: -
Teamwork and Collaboration
- Builds productive working relationships (L3) Successfully builds productive, mutually beneficial relationships to solve problems and achieve common goals.
- Co-operates and collaborates with colleagues (L3) Models cooperation and teamwork; creates opportunities for self and others to improve work outcomes.
- Treats others with Respect (L3) Is respectful and welcoming; inspires collaboration by bridging gaps among diverse individuals, departments, customers and partners.
- Resolves Conflict amongst team members (L2) Works effectively with others to resolve conflict. When possible looks for middle ground solutions.
- Balances individual and team goals. (L3) Consistently goes beyond direct responsibilities to achieve team and departmental goals; welcomes new challenges.
Service Focus
- Understands the importance of quality service. (L3) Actively supports and contributes to the efforts of other team members.
- Delivers quality service. (L3) Is flexible and can work with a wide variety of different people on different task.
- Anticipates and fulfils customers needs. (L2) Meets and often exceeds customers expectations; ensures that customer needs are fulfilled.
- Skilfully serves diverse customer base - (L3) Shares all relevant information and passes on additional information that may be important to other team members.
- Strives to improve quality of service - (L2) Frequently suggests and implements changes to improve the quality of service.
Innovation & Business Change Management
- Understands and adapts to changes in the strategic and/or operation direction of HCL/Client. - (L2) Actively support changing direction, goals and responsibilities. Is flexible, open and receptive to new information and ideas.
- Shows foresight and imagination to see possibilities, opportunities and trends. (L2) Demonstrates foresight and imagination to see possibilities, opportunities and trends.
- Demonstrates commitment to seek out opportunities and contributes to developing innovative or alternative solutions. (L2) Frequently identifies opportunities in challenges and demonstrates initiative to develop alternative solutions.
- Understands the strategic direction and goals of HCL/Client and aligns personal performance objectives with organisational priorities. (L3) Thoroughly aware of HCL/Client Organisational goals and strategic direction. Switches roles and procedures easily to facilitate change in line with organisational priorities.
