Team Leader

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The Role

Lead the Technical Support Team to deliver excellent client service against the portfolio of external support contracts managed by the Technical Support capability.

A basic security check will need to be conducted for this role.

Objectives, Responsibilities & Activities

Operations

* Develop and maintain internal relationships across the Practices.

* Provide monthly management reporting to both external and internal clients, detailing metrics and Incident movement.

Manage:

* Effective communications to and from the team, including holding weekly team meetings

* Resolution of Incidents arising from failure to meet Service Level Agreement.

* Monthly PSR and EA process.

* Content of the CRM system for related opportunities.

* Staff rota to ensure adequate staff coverage throughout the working day.

* Delivery of the Annual Client Survey.

* Ensure the timely completion and approval of time sheets.

* Contribute to the development and execution of business management and business development/key account management plans.

* Manage the delivery of renewal quotations and new bids liaising with the Technical Support Manager.

* Managing the ongoing support and maintenance of the Axosoft software that is used for Incident resolution

* Carry out the full range of Project Management tasks including:

* Working closely with both internal and external clients to plan and set expectations accordingly

* Engaging with all stakeholders to ensure the smooth running of projects, ensuring prioritisation of tasks is understood and executed

* Financial - managing budgets to return expected margin

* Provide written meeting notes for all meetings attended, that can be distributed to the client.

Staff /People

* Lead, motivate and mentor the Technical Support team and Project teams to ensure team members deliver first class Technical Support

* Day to day management of both the Technical Support and Project teams, with shared PDR responsibility, including providing pastoral care, well-being and morale of staff.

* Manage staff utilisation (resourcing/productivity)

Business/(Capability)

* Develop the capabilities of the business by providing quotations when requested for both additional and future business

* Review Business Process regularly and demonstrate business improvement to the Technical Support Manager on a 6 month basis

* Uphold company culture and values, and promote adherence to, H&S policy

Key Performance Indicators

* Effective communications providing a motivated team who understand and are supportive of the agreed strategy and aims of the business.

* Provision of first class client service, demonstrating value for money to clients.

* Manage renewals process for contracts with minor or no loss of business.

* Annual Client Survey to demonstrate improvement in perception of service and value.

* PSR and EA process is carried out appropriately and within published time schedule.

Key Attributes to deliver the role

* Strong and easily demonstrable skills e.g.:

* Excellent communicator - one-to-one and team communications, through to external client communications.

* Calmness under pressure

* Commercial awareness

* Experience of working with external clients.

* Able to motivate and inspire their team.

* Secures the trust and respect of their team.

* Able to anticipate problems that might arise.

* Authoritative and persuasive, but also listens to and understands others.

* Good performance management skills.

* Project management skills.

* Business focus with commercial and financial awareness.

* Ability to see the "bigger picture" (no barriers, consider wider impact of decisions).

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.