Technician Services Team Leader

Capita; Birmingham; On-site; GBP 30,000; Full time

Job summary

A leading service provider in Birmingham is seeking a Technician Services Team Leader to manage operations and ensure high standards of customer service. The role involves overseeing team performance, providing technical support, and interacting with various stakeholders. Candidates should have strong IT troubleshooting skills and previous experience in customer service roles. This is a full-time, permanent position with a competitive salary and comprehensive benefits.

Benefits

Competitive salary

23 days holiday (rising to 27)

Employee benefits program

Qualifications

• Experience of working within a busy customer/stakeholder environment.
• Ability to deal with customers in a calm and controlled manner.
• Experience of diagnosing and resolving IT-related incidents/faults.

Responsibilities

• Manage day-to-day operations of the Technician Service.
• Conduct team performance reviews regularly.
• Ensure team completes all mandatory training.
• Provide onsite support to SLA customers.

Skills

Customer service skills

IT troubleshooting

Team leadership

Communication skills

Time management

Job description

Job title

Technician Services Team Leader

£30,000

Location: Birmingham, United Kingdom

Field based within Stafford or Birmingham

Job description

The Technician Services Team Leader will manage the day-to-day operations of the Technician Service to ensure that SLA is achieved and that the customer service is of a high standard, as well as providing some onsite visits to customers to provide technical support for their IT Systems. Good communication skills, self-motivation and a flexible approach to tasks are required along with the ability to work well under pressure.

Key Responsibilities and Service Level Duties:

• Manage the day-to-day operations of the Technician Service within the Staffordshire area to ensure that delivery is met, and the customer service is of a high standard.

• Undertake team staff 1-2-1’s and performance reviews on a regular basis.

• Ensure team staff complete all mandatory training.

• Provide an effective point of escalation for direct reports and customers where appropriate.

• Ensure call quality by monitoring team performance and acting on quality check reports.

• Support the Technician Service Leader in maintaining resource levels and rota to ensure the service is always appropriately staffed and SLA delivery targets are met.

• Set objectives and undertake regular reviews with staff to deliver performance targets as appropriate.

• Support the Technician Service Leader to manage the team’s incident management queues to ensure open incidents are being progressed.

• The role will be required to provide some visits to SLA customers to provide support for a number of schools’ ICT systems. The job holder is required to deliver this service to a quality in accordance with agreed service standards and to liaise with other ICT teams and external organisations.

• Work with other teams and departments internal and external to Capita to ensure service is being delivered to a high standard and that issues are being progressed.

• Gather data and information for the preparation of recommendations and contribute to the monthly Operations Board reports prepared by the Technician Services Service Leader.

• Contribute to the production of standards and procedures including the identification of any service improvements to improve team performance.
  

About You

• Experience of working within a busy customer/stakeholder environment.

• Ability to deal with customers in a calm and controlled manner.

• Ability to organise, prioritise and monitor own workload and that of the team.

• Ability to work flexibly and as part of a team to meet the team objective.

• Able to manage time effectively, prioritise and complete work to agreed deadlines.

• Experience of diagnosing and resolving IT related incidents/faults on Local Area Network, hardware and software issues.

• Team Leadership experience preferred.

What’s in it for you?

• A competitive basic salary (£30,000)

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email [e-mail] or call 07784237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website. If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team – [e-mail].

Location

Birmingham, United Kingdom

Time Type

Full time

Contract Type

Permanent