IT Operations Team Leader

We are looking for an experienced IT Operations Team Leader who will act as a point of escalation for all direct reports as well as the customer. In this role you will be responsible for day to day delivery of all managed service activities which RM provides to customers using RM educational products and solutions.

Our managed IT services are delivered via dedicated and closely managed teams of site and field based Customer Support Engineers and Technical Support Specialists with helpdesk, technical, product and logistical support services provided remotely from other RM offices. As IT Operations Team Leader you will manage the team of local engineers.

This is a great opportunity for someone with previous experience of managing a technical support team and providing excellent service to external customers.

This is a temporary role for 6-8 months.

Requirements

- Judgement to assess and provide feedback on team member performance.

Interpersonal skills to coach and control direct reports - Demonstrable customer handling skills, including diagnostic questioning, and the ability to deal with difficult conflict situations.
- Commercial acumen so as to identify opportunities for cost reduction, and continuous service improvement. Possess good analytical skills
- Excellent communicator - all mediums. Communicates the appropriate level of information in a timely manner.
- Excellent individual presentation - ability to lead by example
- Ability to multi-task and make difficult decisions quickly, accurately and justify same.
- Good management skills in order to motivate a field based team to deliver a consistently high level of service

Responsibilities

- Operational and line management of site and field based Customer Support Engineers (CSEs) with responsibility for supporting contracts inLeeds.
- Co-ordinate the effective delivery of all day to day services to ensure quality of service and allSLArequirements are achieved.
- Own the day to day relationship with schools, including regular meetings, reporting and handling issues and complaints with support from a service delivery manager
- Management of escalations ensuring RM resources are engaged and timely and effective communication is maintained to all interested parties.
- Provide comprehensive operational reporting and attend customer and internal meetings to present same as required.
- Problem resolution on an ad-hoc basis.
- Review and monitor resource levels and complete the recruitment of technical staff in conjunction with the Regional Operations Manager.
- Manage smaller service-associated projects including hardware refresh
- Plan and manage all proactive maintenance activities
- Maintenance of high levels of customer satisfaction
- Engineer development, career planning and appraisals

The Individual

RM is committed to Safeguarding and Promoting the Welfare of Children. This post is subject to an Enhanced disclosure check through the Criminal Records Bureau or Disclosure Scotland.

If you'd like more information about our roles or working for RM, login to "RM Talk" via our careers homepage on Mondays, Wednesdays and Fridays between 12.30 - 1.30pm and chat live to a member of our recruitment team.