Service Desk Shift Supervisor

Job Title: Service Desk Shift Supervisor

Location: Sheffield

Salary: Competitive

Job type: Full Time, Permanent.

Since 1990, TNS has been a preferred supplier of networking and integrated data services to many leading organizations in the global payments and financial communities, as well as a provider of extensive telecommunications network solutions to service providers.

TNS manages some of the largest real-time data communication networks in the world, enabling industry participants to simply, securely and reliably interact and transact with other businesses, to access the data and applications they need, over managed and secure communications platforms. TNS’ existing footprint supports millions of connections and provides access to critical databases. TNS’ network securely blends private and public networking to enable customers to utilize a single connection for “one-to-many” and “many-to-many” connections over a global platform.

The Role

This is a great opportunity to work within team that strives for excellence. In an environment that is continually changing and adapting to maintain the business and services with which we nurture and grow. Working within shifts you will have technical knowledge that will require a fast pace of learning whilst pushing the boundaries and not accepting and questioning what is there. All this to continually improve the services we provide to our customers.

The Service desk is central to our customer experience and provides smooth running, efficiencies to our customers and services. The Service Desk owns all aspects of the services we provide from pro-active monitoring, incident, change and problem management to ensure SLA are continually achieved. An opportunity has opened for a shift leader to manage a small team and work with others within the team to ensure that the excellent service we offer is maintained and improved on.

Responsibilities

• The management of operational shifts. Including…
• Responsible for maintaining communication across shifts and working with other shift leaders to maintain continuity of service, knowledge, and information.
• Ensure that SLAs are met. This requires continually management and improvement of existing KPI’s and the creation of new measures.
• Maintaining and developing new processes and procedures to ensure that services and operational teams are efficient whilst continuing to provide a high level of service.
• Self-motivation with a desire to learn and understand the services we provide.
• Provide management to the shift including the motivation of the team, Mentoring, escalation point, trouble shooting, 1 to 1 review and communication across all shifts.
• Provide information, training to ensuring that the teams are always aware of what is required of them whilst setting expectations.
• Manage incidents through to conclusion.
• Design, share and implement training programs and workshops for the team.
• Reviewing changes for dependencies or likely impacts that could impact the services, maintain, and manage the approval and notifications process.
• Able to identify and create system enhancements, procedures and policies that will help make the operation more efficient.
• Working with project/development teams to ensure smooth transition of new services/systems within the operational team.
• Maintain and provide new monitoring functions which could enhance the operation using both new and existing applications.
• To inform and disseminate information throughout the Service Desk team.
• Able to analyse problems and manage to conclusion using teams within the business

Candidate Requirements

• Team leadership and good people skills.
• Be able to work shifts.
• 4 plus years of experience
• Good communication skills and customer management.
• Analytic, logical, and able to lead the team through incidents to a successful resolution.
• Motivated and relish the challenge to lead the operations.
• Microsoft Excel, Word, Powerpoint.

Desirable skills that would give you the edge.

• Previous experience of working on a Service desk.
• Knowledge of Microsoft SQL or MySQL experience to run queries.
• Exposure to the ITIL framework.
• Microsoft Windows or Linux OS user skills.

Benefits

• Competitive salary (Varies depending on experience)
• Shift allowance on top of Salary
• 25 days Holiday + Bank holidays (pro-rata based on shifts)
• Friendly and supportive team culture
• Optional Private Health insurance
• Cycle to work scheme
• Long Service Awards
• Free Parking

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of; customer service, account management Service Desk Coordinator, hire controller, Support Service Desk Team Leader, Service Desk Consultant, Support Consultant, Customer Support, Customer Service Advisor, Client Services, Desk Support, Customer Service Executive, Helpdesk Analyst, Helpdesk Support, Client Services Support may also be considered for this role.