Service Desk Team Leader

The connected car space is one of the fastest growing sectors in the Internet of Things. A new generation of vehicles are coming off the production line that are more like computers and are by default connected. Car manufacturers are looking to extend what have been traditional infotainment systems, Insurers are looking to provide better understanding of risk, Users are demanding more feedback, everyone has increasing amounts of data available that they need support to understand. This role is to join the Wejo Service Desk to lead and mentor the team, ensuring consistent delivery of high-quality services to end users and customers. This position requires that you establish and manage expectations within the business and deliver processes that drive the delivery teams to achieve and exceed those expectations.
Location(s)
Tattenhall
Posted
February 8, 2019
Apply now

Key responsibilities

  • Manage and co-ordinate the processing of incoming calls / tickets to ensure courteous, timely and effective resolution of incidents and requests
  • Develop and implement ticket handling and escalation policies and procedures 
  • Develop and implement team and inter-team workflow processes 
  • To engage in continuous service improvement initiatives in order to deliver a more effective, consistent services 
  • Work with the incident management team to recover services as quickly as possible in the event major incidents 
  • Work with the problem management team to identify and remove the root cause of problems 
  • Implement KPI’s for measuring process performance, and provide reports based on output 
  • Ensure all service desk knowledge and process documentation is of a high quality, identifying and implementing improvements where required
  • Raising Service Desk Team observations and recommendations to the Service Desk Manager regarding: ▪ Identification of problems or recurring incidents 
  • Identification of trends in incidents and service requests logged and input for consideration as projects, upgrades, or problem management 
  • Provide reporting on call volumes and incident trending within the Service Desk and wider IT Team
  • Contribute to Service Level reporting to Management
  • Lead team planning, decision making and service improvement activities
  • Implement service improvement ideas
  • Contribute and encourage the development of information into the knowledge base to better support the Team
  • Lead, co-ordinate and allocate incidents and requests 
  • Be an escalation point and provide co-ordination and support for the Service Desk during high severity incidents 
  • Provide communication to stakeholders in preparation for planned work and unplanned outages
  • Raise and work with other team leaders on resolving reoccurring incidents / requests

Skills & experience

Required

  • Experience of owning, managing and improving Incident Management and Request Fulfilment processes in a fast-paced Service Desk environment
  • Ability to work as part of a team and to share knowledge to support and improve service delivery
  • Ability to be positive and actively encourage and mentor others within the team 
  • A passion for Service Improvement 
  • Use own initiative, be proactive, flexible and adaptable 
  • Excellent customer facing skills and experience of dealing as the main point of contact for external customers 
  • Excellent people management skills 
  • Excellent written and verbal communication skills 
  • Able to work under pressure and meet deadlines 
  • Able to manage sensitive and sometimes confidential information 

Desired

  • Knowledge of project management methodologies
  • Experience of working in a change and release role in an AWS environment 
  • ITIL Foundation v2 / v3 

Apply now
wejo is an equal opportunities employer and welcomes applications from all sections of the community. Applications are welcome from those that meet the criteria irrespective of religious belief, political opinion, age, sexual orientation, disability, race, marital status, gender, whether or not they have dependents and women returning to the workforce.

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