Our IT team partners with the business to support technology solutions that address current challenges and future needs of the enterprise to give digital edge to IQEQ clients.
We strive to be a leading edge IT organization with innovative and dedicated people who focus on customer satisfaction, execution and delivery of first class services. Tech Hub Shift Leaders ensure their shift delivers a quality, customer focused experience for end users.
They motivate their shift and lead by example, are customer centric and understand the link between delivering responsive, proactive support and customer satisfaction. The position requires a combination of strong troubleshooting, planning, communication and customer service skills and includes a mix of on-call tasks and day to day business as usual support.
As Tech Hub Shift Leader you understand that a customer focused, slick Service Desk can deliver business edge. You drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation.
Responsibilities
- Manage a shift of Tech Hub engineers
- Mentor/coach junior staff
- Ensure resource is allocated effectively to deliver workloads
- Create an engaging, open and collaborative culture within the team
- Oversee day to day operations to ensure shift runs smoothly
- Monitor and report on team performance
- Create a standard set of MI for your shift
- Produce ad-hoc reports as required for Board/Executive review etc
- Use reporting techniques to identify trends, patterns and opportunities to improve the service we deliver.
- Address issues with individual performance, putting plans in place to help colleagues reach their potential.
- Ensure team are following best practice processes
- Delegate tasks and set achievable deadlines
- Assist the Global Head of IT Service Delivery on strategic projects
- Take part in other ad-hoc projects as required
- Take the lead role during Major Incidents, moving from RED to GREEN.
- Document Major Incidents and follow through on root cause.
- Work with Business Partners to improve the service we deliver to the customer.
- Communicate experience and knowledge to other members of the Global IT function
- Provide on-call support when required
- Take the lead in developing good customer service initiatives
- Regularly review customer satisfaction surveys and focus on areas of concern
- Act as an escalation point.
- Undertake any other duties of a similar level and responsibility as may be required from time to time.
