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Service Desk Voice Team Leader

Premium Job From Intec Select
Recruiter: Intec Select
Listed on: 3rd November 2021
Location: West Midlands
Salary/Rate: £32000 - £40000
Type: Permanent
Start Date: 2021-10-27 00:00:00

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Service Desk Voice Team Leader

Opportunity:
A highly reputable network and cloud consultancy is hiring a Voice Team Leader who has strong technical capabilities within Panasonic/NEC/Mitel/Horizon or SpliceCom to technical lead a small team of Network & Telephone engineers. This position is paying a basic salary of £32,000 to £40,000 + car / cash allowance + bonus.

The chosen Voice Team Leader report directly into the Service Deliver Manager and manage performance whilst providing direction, scheduling workload, setting priorities and expectations for the team as whole and each team member. Delegation, monitoring and mentoring staff is key as well as reviewing performance and dealing with performance issues as necessary with the support of the Service Delivery Manager.

Primary Duties and Responsibilities:
Problem solving and decision making; analysing information to determine solutions and then implementing accordingly.Develop, implement and maintain a culture of continuous improvement around maintenance & support, processes, tools, standards, and overall performance of support provided by the team with direct support from Service Delivery Manager.Provide clear ownership, resolution of incidents/faults logged against applications/systems by the team to agreed SLA's and KPI's. Escalating to management as and when required.Strong leadership skills to develop and motivate the team.Assisting the Service Desk Manager in implementing departmental goals and changes in line with Company objectives.Working with Voice Technicians to help deliver, install and support converged IP telephony solutions.Ensuring the team follow all applicable processes including Incident Management, Case Management and Change Management.To ensure all customer complaints and unresolved technical problems are resolved and / or escalated as per internal escalation procedures.Able to work under pressure and to tight deadlines.Part of the MPS 24/7 OOH Service, being an active member for escalation point.
Core skill requirements:
Demonstrate exceptional communication skills, and attention to detail, instilling confidence in others. The role is 70% Technical / 30% Team Leadership where you will focus upon day to day delivery of service and solutions which need to be completed in an effective manner with attention to detail and accuracy.Commitment to results; committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.2nd and 3rd level support to the NOC and field based engineers.Exposure to one or more of the following Panasonic / NEC / Mitel / Horizon or SpliceComWireless Solutions (Cisco, Meraki, Huawei) Firewalls & VPN (Cisco, FortiGate, Smoothwall)
Rewards package:
Competitive salary from £32,000 - £40,000 (annual salary reviews), Bonus
Benefits: 25 Days Holiday/Medical Cover/Life Cover/Pension/Flexible Benefits

Service Desk Voice Team Leader