Requirements

Operating system

Windows

Our requirements

• Experience on a service desk or in a similar customer facing role with 1st & 2nd line support
• Previous team management experience
• Strong working knowledge of all Microsoft packages, specifically Excel and PowerPoint
• The ability to learn about new systems and services quickly
• Excellent communication skills including via the telephone, e-mail and face to face
• The ability to communicate at all levels internally and externally
• A strong attention to detail
• Proactive problem-solving skills
• Strong IT skills and computer literacy
• Knowledge of ITIL is a Plus
• Knowledge of ServiceNow or any other ticketing tools.

Optional

• Experience of recruitment technology products, i.e., Fieldglass, Beeline, Avature and Talentlink.

Your responsibilities

• Operational responsibility for the day-to-day management of a team of Co-ordinators, Specialist and Principal Specialists, leading and monitoring the team’s delivery of the best practice operating model and ensuring the highest level of customer experience (including tickets and queries dealt with in a timely manner and escalations managed correctly).
• Performance management of the team against individual and team SLA’s, KPI’s and Targets
• Be the first point of contact for any technical escalations within the team
• Verify any ticketing system reports as needed (Ageing tickets, last update, time in progress, ticket closure etc.)
• Completing daily, weekly, monthly and quarterly reports as required
• Review of the Operation Manuals and other process documentation; making updates on a need basis and making the team aware of this
• Build and maintain strong working relationships within the team, with Internal Technology, the wider AMS business and 3rd party vendors to ensure delivery against SLAs and a consistently high quality of service.
• Responsible for 1 to1’s, performance reviews and development plans for the team
• Act as a subject matter expert and provide guidance as required around internal technology platforms
• Work on more complex tickets when needed and help the team to get onboarded to new clients.
• Join calls with vendors.