Technical Support Specialist Shift Lead

Vodafone Group; Farnborough; On-site; GBP 40,000 - 55,000; Full time

Job summary

Join a leading technology communications company as a Shift Lead Technical Support Specialist. You will manage a team, ensuring efficient incident management and improving customer service. This role offers excellent salary, bonuses, and a comprehensive benefits package.

Benefits

Up to 28 days holiday entitlement

Employee discounts

Retail vouchers

Pension plan

Share schemes

Qualifications

• Experience in a leadership or supervising role.
• Experience in Service Incident Management or Incident escalation.

Responsibilities

• Lead a shift team in all Incident Management tasks.
• Assist with Root Cause Analysis and identify corrective actions.
• Support customer interactions with empathy and professionalism.

Skills

Leadership

Communication

Problem Solving

Education

ITIL 4 Qualifications

Job description

Location: Fully onsite at Farnborough Office
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: 4 days on 4 days off including 2 day shifts (07:00 – 19:00) and 2 night shifts (19:00 – 07:00)



Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.


At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.


Join Vodafone Business Security Enhanced and strengthen the cyber security of the UK's Critical National Infrastructure and public sector organisations.

What you’ll do

The Shift Lead Technical Support Specialist role performs leadership, management, and organisational tasks to ensure the multi located team works efficiently and effectively during their shift. Taking accountability for the shift managing incidents from conception through to resolution.


You will:

• Lead a shift team in all Incident Management tasks, owning and driving Incident Management from conception to resolution with various stakeholders, invoking the escalation process where/when required.
• Driving your shift team to adhere to ENOC Policy, Escalations & Major Incident Communications.
• Assist with Root Cause Analysis and identify corrective actions and permanent solutions for Incidents
• Support customer interactions with empathy and a professional attitude, leading by example to your team.
• Improve team efficiency by recording best practices and implementing/documenting revised procedures.
• Manage, understand, measure, and continually improve customer KPI’s/Metrics related to the effectiveness and efficiency of the team.
• Maintain and process monthly metrics as required by hierarchy/customer!
• Manage, maintain, and follow the departmental competency matrix.

Who you are

You will:

• Have eligibility for SC clearance
• Have experience in a leadership or supervising role
• Have experience in Service Incident Management or Incident escalation.
• Comply with any Service Improvement Plans (SIP) & Continuous Improvement Plans (CIP)
• Have experience of developing and nurturing positive relationships and influencing people at various levels & positions.
• Able to manage difficult and sensitive situations by making sound and independent judgements against competing deadlines.
• Have experience in analysing information, understanding, and identifying problems /trends to enable the implementation of required actions to achieve the desired outcome.
• Have excellent communication, presentation, and inter-personal skills
• Any ITIL 4 Qualifications/Foundation knowledge is highly desirable.
• Have a basic understanding of networks, IT systems would be desirable.

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What we offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.



Together we can

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.


If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

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