Service desk Supervisor

GTS has an excellent opportunity for a Service desk supervisor in Peterborough. This role is an onsite position from the office based in Peterborough.

The working hours are 7.5 hour shifts between the times of 7:00-21:00 working 5 days on 2 days off working 2 weekends a month

A SNAPSHOT OF WHAT YOU WILL BE DOING:
Firstly, provide support and a point of escalation to a team of service desk analysts and assist the Team Leader in their responsibilities.
Ensure you are following company processes, procedures and contractual requirements whilst maintaining high levels of customer service.
Endeavour to provide all customers with the best level of customer service and support.
Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.
Ensure process, procedural and contractual agreements are being followed correctly by the team.
Daily, Weekly, and Monthly reporting, as well as Ad-hoc reporting when required.
Point of escalation for both internal and external customers, taking ownership through to resolution.
Contribute to the timely resolution of customer complaints and escalations, suggesting corrective actions to be discussed and agreed upon with the Team Leader.
Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI's.
Identify and escalate any potential breach of service level or risk, where possible mitigating breach and managing to resolution.
Provide relevant stakeholders within Services with ad hoc reports.

IDEALLY, WE ARE LOOKING FOR THE BELOW KEY SKILLS, EXPERIENCE AND ATTRIBUTES:
Firstly, have an awareness of ITIL methodologies and best practices. We also require a knowledge of the working practices of the area responsible for, as well as Microsoft Word, Excel, and Outlook.
Furthermore, we are looking for previous team management experience, plus practical experience as an external Managed Services provider.

Secondly, be team-focused, with a genuine passion for leading individuals to deliver excellence through continuous development and improvement. Also, we would like you to be a patient, tolerant, and supportive team member.
We would like you to have the ability to work as part of a team to deliver operational excellence, and well as influence those around you with a positive mindset.

Furthermore, have good relationship management skills, as well as be a driven, motivational, and professional individual, with a 'can-do' attitude at all times.
Outstanding communicator that can remain objective and emphatic whilst being able to deliver the message required.
Additionally, we would like excellent proven organisational and customer service skills, together with the ability to take ownership of and progress problems to resolution.
Also, analytical, with exceptional attention to detail, as well as the ability to manage time and prioritise skills to ensure delivery of service at all times.
Lastly, use innovative thinking, in terms of service quality and improvements within the boundaries of the company's limits (resource, budgetary, legal etc.).

If you have the skills outlined above and are looking at Supervisor jobs in Peterborough, why not apply?

If you have any questions about this role and we can help please contact us.

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