About All IT

We’ve been around since 2005, delivering world-class IT solutions to our medium to large-sized businesses. We are able to understand our clients’ needs and plan and implement solutions that work for business, both in the short term and long term.

Our purpose and passion is enabling our clients to focus on what they do best.

Our business is expanding rapidly, and with this growth, we are seeking a superstar Technical Team Leader to join our team.

Role Purpose

The purpose of this role is to drive game changing delivery of services for our clients. The Technical Team Leader’s primary responsibility is to manage the activities and responsibilities of the core service team and ensuring service and support is provided to clients at agreed levels. The Team Leaders supports the development of our company best practices and strives to deliver wow in every interaction.

This position requires a high level of independence and strong client service skills. Organisational ability is important to keep track of all tasks because the job requires a great deal of multi-tasking. Accurate and timely tracking of client work, service tickets, and related documentation including timesheets is required.

Requirements

- Experience leading a team of customer-facing IT engineers in an MSP-style environment – don’t worry if you are on the way up – we are open to applicants who are building into leadership roles.

- Experience in implementing and maintaining an ITIL-focused service desk

- Experience in maintaining excellent documentation standards

- A desire to lead and provide a world-class customer experience to our clients

- Work closely with Operations (Triage, Dispatch, Admin) and our Relationship Managers to ensure service delivery standards are exceeded

- You’ll also play a role in escalations, working directly with clients and often being the first point of contact, working with stakeholders across the business to get the best for clients.

Key Responsibilities

Service Management

· Manage the service delivery team’s daily activities

· Ensure quality and profitable services are performed to the agreed SLA

· Management of remote monitoring and professional services tools.

· To ensure that systems, processes and methodologies are followed according to company guidelines

· 90% of service level targets reached weekly for response and resolution times for tickets beyond the point of dispatch

· All service team members enter their expected weekly capacity hours in the PSA

· Timesheet accuracy (correct work roles, categorisation, ticket information) is above 95% each month

· 98% compliance with correct boards, billing and allocation of work

Service Capacity and Capability Management

· Defined roles and responsibilities for the technical service team

· Maintain a skill matrix and learning plans for the service team and ensure engineers are following this.

· Appropriate staffing to meet client demand

· Defining staffing requirements and managing team availability & allocation – both internal and third party.

· Own and drive continual improvement culture and delivery

· Undertake 1:1s with direct reports

· The service team meet 90% of their annual learning and training goals.

· Ensuring the service team are allocated and above 80% utilisation weekly.

Process and Policies

· Ensure that systems, processes and methodologies are followed according to company guidelines

· Own change control process within organisation for service

· Ownership of escalations, problem and major incident management

· All changes in client and internal environments are in adherence with change control policies

· Service team timesheets are accurate each week

· Service team are 100% accountable for their time each week in the PSA

· The Customer responses are kept at 0 at the end of each day

Client Satisfaction and Continual Improvement

● Ensuring communication is effective, timely and purposeful internally and with our clients

● Champions continual improvement initiatives, internally and for clients

● Documentation is captured in agreed central locations and is ongoing

● Effective problem management leads to generating professional services and change

· CSAT is above 98% per quarter

· NPS is above 20

· CES (customer effort score metrics if used)

· All continual improvement initiatives are recorded, prioritised and responded to monthly

· 3 continual improvement initiatives completed per quarter

· Client documentation is up to date and accessible to the service team

· Problem management queue is kept to below (x number)

Technical Escalation

● Management and Communication of Major Incidents

● Enacting of Problem Management Processes

● Guidance of Techs on technical issues

· Ensure SLAs are met and tickets reduced for technical issues

· Tickets over 2 hours are being managed