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Technical Service Centre Team Leader

Job Title: Technical Service Centre Team Leader
Location: Telford
Contract Type: Permanent
Sector: Telecommunications
Salary: £25,000 - 30,000

Technical Service Centre Team Leader – West Midlands – Up to £30,000

Working as part of my client’s 24/7/365 Technical Service Centre you will be assisting with the management of the day-to-day activity, development, effectiveness and quality of the work undertaken by the team.

• To manage the day-to-day activities of the team in accordance with company procedures, including delegation of tasks where needed;
• Ensuring team guidelines are adhered to at all times;
• To develop the skill sets and competencies of the team, including help with personal development plans and training schedules;
• To monitor the performance of the team and the individual members against performance objectives and targets set;
• To perform hands on technical work to maintain technical knowledge and therefore provide overflow capacity when required by the team;
• To lead by example and assist the team to achieve its set targets;
• To liaise with the team managers regarding support and customer issues and escalate where required;
• The creation of new and the reviewing of current documentation including team briefings;
• To help with the management of team motivation which would include reporting any issues back to the team management;
• Perform HR activities for all direct reports, including, but not limited to sickness reviews, one to ones, appraisals.
• Support and mentor team members, providing on the job training where required;
• Collaborate with teams to achieve fault resolution;
• Keep up to date with the company’s service portfolio;
• Liaise with other internal departments over any customer queries/disputes or escalations;
• To work within a team and keep a pleasant working environment;
• To continually keep abreast of new procedures and implement when necessary;
• To suggest improvements to management in relation to working practices;
• To provide support during out of hours as per your contract and when scheduled to maintain the quality of customer service;
• To schedule the staff rota system;
Telephone and email support for customers, including logging of issues on internal systems;
• To effectively manage technical support complaints within agreed SLAs and produce reports where applicable.
• Communicate with 3rd parties including fault logging;
• Managing special faults investigation charges where applicable;
• To ensure customer compliance with acceptable use policy via processing of abuse reports;
• Provide reports / advice to management when required;

Knowledge:
• Windows Operating Systems
• POP3/SMTP Protocol
• Detailed knowledge of ADSL, FTTC and PSTN
• DNS records – MX, A and PTR records
• VoIP Technologies
• Telecoms industry experience

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