As a Numata MSOC Team Leader, you are responsible for leading and managing a team of skilled level 2 / 3 service desk engineers and co-managed resources to deliver an unrivaled customer experience through our interaction with clients and the resolution of incidents and service requests. You are responsible for handling escalations, problem management and for managing your entire team, including scheduling, leave management, ticket assignment and prioritization and ensuring your team is constantly upskilled to meet the demands of our industry and clients. You will also be supporting the MSOC Manager, taking on more of a managerial and administrative role, ultimately being the 2IC to the MSOC Manager.Duties and ResponsibilitiesEnsure that all SLAs with clients are maintained at a target of 100%.Set an example by maintaining KPI and performance benchmarks with regard to incidents.Monitor and manage phone & ticket queues (participating in escalated calls as needed).Ensure that problems and solutions are properly recorded and documented and accurately determine priorities in the handling of incoming incidents in accordance with the SOP.Maintain the PSA (Autotask), ensuring incidents are set to the correct priority, ticket type, status, worktype, and are within SLA for response and resolution.Coach and support SD engineers, assess and record their performance and support them in their personal /professional development.Supervise various personnel actions including, but not limited to, recruitment, work assignments, shift assignments, promotions, determining workload, delegating assignments, training, monitoring, evaluating performance, and initiating corrective or disciplinary actions.Managing Field support dispatch requests/dispatch calendar, Shifts, Onsite, and Workshop Rotation.Ensure that customer incidents that involve vendors are coordinated so that the customer receives a consolidated response from Numata Business IT.As needed, schedule employees working times, leave, and provide backup support.Ensure that customers receive timely updates on incidentsManage and approve leave, travel, and expense claims for team members. Day-to-day management of the Service Desk team and appropriate capacity planningManage client communication in the event of an escalation.Ensure that the Knowledgebase is updated for all your clients, reviewing it quarterly.Ensure that workstation billing information is accurate and that devices are correctly named.Manage your team, ensuring that all company standards and procedures are followed.Ensure the correct Work Type and Contracts are used by the Team for accurate billing and reporting.Provide an excellent example of customer service on all levels for the company.Manage activities of all the engineers, in accordance with their JDs, KPIs and any other requirements or measurables ensuring cross utilization and that the workload is evenly distributed.Manage the workflow of all active ticketsReview your teams timesheets daily to ensure they are being kept up to date and that they are accurate. Maintain acceptable resource utilization across all engineers.Review and manage aged tickets as needed to ensure all incidents are correctly prioritized, scheduled and moved through the system as desired.Check with each engineer at the end of the day and note all issues requiring priority attention, handing over to after hours, or escalating internally for resolution.Co-ordinate after hours support on a weekly basisContinually focus efforts on the automation of daily recurring or repetitive tasks or tickets, reporting them to the System Manager.Attend Ops Meetings with clients where required.Perform quality checks on ticket responses and provide feedback or coaching to service desk engineers as needed.Conduct daily stand-up meetings to align priorities, share important information, and address any challenges or concerns.Complete training requirements as outlined by the business.Conduct monthly performance reviews in person, completing team KPIs and ensuring that there is a training development plan for each team member. Attend and contribute to monthly OPS/ Weekly TL meetings for the MSOC. Ensure that employee claims are approved and processed and that where applicable, clients have been invoiced.Training all new L1 Engineers through their onboarding period.Provide any required support to the MSOC Manager.Training and certification requirements:SDI ITIL 4 FoundationSDI Metrics and ReportingSDI: Managing Customer ExperienceGet Smarter: Technical Team Management
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