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Service Desk Team Leader

21,913 P.A. ?

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Job Description

  • To ensure the effective planning of RW and PPM tasks using standard times and tools for the delievery of 3 jobs per day to each member of the field delivery team.
  • Ensuring service desk planners under your management plan 20 tasks per day regardless RW or PPM reponsability
  • To identify areas of risk to KPIs and take action to eliminate, reduce or transfer the risk of failing SLA’s
  • To support with training and processes for the PPM Planning team
  • To provide support to achieve excellent customer delivery from the team
  • Adhere to the MITIE CTIL Contract ethos – One Team, One Vision approach
  • Daily audits on planned/waiting to be planned ratio and reporting to formalise going forward plans
  • Working on backlog task
  • Running RAG/PPM reports
  • Running daily SLA reports – working on the data to ensure we will not be failing SLA and working with planners to book these in if any are due to fail and reporting to on repeat offenders and to drive performance of the Planners
  • Daily data error reporting on repeat offenders
  • Ensuring all task mitigated ready for RW/PPM mitigation calls
  • Help support planning team as/when required
  • Team leaders to feedback on training required
  • Role requirements subject to increase volumes dependant on client requirements
  • High levels of communication with the Engineers, Supply Chain and Triage
  • Communication with the relevant department heads on decisions regarding subcontracting and re-allocate accordingly to the Supply Chain
  • To liase with relevant department heads to gain efficiencies in planning and cost reductions
  • To use reporting tools and techniques to support the operational delivery of the service desk
  • In addition to the duties and responsibilities outlined you may be required to perform other duties assigned and requested by the Line Manager
  • The Service Desk Team Leader will be on a rotating two pattern shift (07:00 - 16:00 and 10:00 - 19:00).

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