SC Cleared IT Team Leader - Bristol - £38.94 per hour Umbrella - CONTRACT

We have a contract requirement for an SC Cleared IT Team Leader based in Bristol, delivering services for a large public sector customer. The role will be on a fixed term contract for an initial 6 month period with likely extension.

The successful candidate will have a track record of leading IT services teams, achieving KPIs and SLAs and managing service improvements resulting in a first-class customer experience.

Responsibilities

Lead and manage a team of 5-7 engineers to deliver the required contractually compliant service to the customer(s)

Lead Daily calls with support team to ensure issues are identified and managed appropriately

Engage with CC service managers and customer stakeholders to ensure service is running smoothly

Use reporting to understand data and performance indicators to drive service improvement

Use data and key relationships to forecast future resource requirements

Work with Technical Resource Group (TRG) to ensure resource and skill levels are fit for purpose

Work with the service delivery lead, other service team leaders and internal operational teams

Identify, record and manage issues to improve processes and service

Manage escalations and engage appropriate teams through to successful resolution

Manage formal complaints and dissatisfied users

Suggest and support new processes, changes to process and improvements to service and/or user experience

Ensure adherence to both customer and Computacenter policies and procedures

Ensure high level of team communication and engagement with objectives

Perform Team Operational 121s

Regularly attend management meetings

Performance Indicators

Team/service SLA performance

Team utilisation levels

User satisfaction scores

Staff engagement/morale

Ensuring warranty credits are achieved for vendor device repairs

Key relationships

CC Operational Delivery Managers

Service Team Leaders

TRG

Knowledge, Skills & Experience

Leadership and management

Organisation

Good understanding of IT services delivered to end users.

Good customer service skills

Good understanding of our MOS processes and tools (Training will be provided)

Good knowledge of Windows and Office tools

ITIL knowledge or accreditation

SC Clearance essential