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Head of Technical Help Desk | Help Desk in Customer Service Job at Workathome-Jobboard in Marston 1

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Head of Technical Help Desk

Marston Green, W Mids

Head of Technical Help DeskCentral Government: Home OfficeFull-timeSecurity ClearanceBPSS requiredHours40Job PurposeHead of Technical Service Centre (TSC) HOMoJ is responsible for the leadership, operation and management of the HOMoJ Technical Service Centre (TSC) through the effective use of resources with ownership & accountability for meeting and setting, customer service targets as well as planning areas of improvement or development to ensure that the delivery of work activities are in line with contractual, legal, safety and statutory obligations and performance matrices.They will ensure that work activities are planned and jeopardy managed through the whole lifecycle of a task and all within agreed time scales and to the client and business targets and expectations. They are responsible for managing external customer and internal Interserve stakeholders, handling customer enquiries where appropriate. They will also co-ordinate and motivate teammates and be pro-active in staff recruitment, productivity and service excellence.The Head of TSC will promote the function of the operation, be that internally across the business or externally to customers and external parties. They will be an effective leader in representing the interests of the team across the Interserve businesses ensure that the operation sets high standards and exceeds contractual and business obligations and measures.Responsibilities * Lead and manage a team to deliver the contract(s) agenda. Support and reflect the culture within the business. * Responsible for Identifying continuous improvement opportunities across wider contract base through the intelligent use of Maximo and IFS 360 Dynamic Scheduling Management Info (MI). * Employee development including coaching, training performance management and appraisals. * Delivery of all technical and non-technical planned and reactive work orders across a national portfolio of facilities contracts, utilising robust processes and detailed planning strategies. Ensuring full compliance with contractual, legal, safety and statutory * Dealing with escalations, implementing major incident procedures. * Undertake amendments as required to contract specific details held within the Maximo system. Development & Implementation of intelligent management details and performance reporting suites. * Formulation and ongoing development of facilities dispatch strategy including operating structures, operating processes utilising both dynamic schedule and also that of Jeopardy management techniques. * Work with key stakeholders using MI trends to recognise additional works opportunities, lifecycle profiling and correct capture of extra works allowable under certain agreements will better understood, captured and delivered ensuring any additional revenue streams are correctly recognised. * Manage Qualifications of Contract Documents * Management and Ownership of Emergency Escalation Process * Scheduling of Tasks * Crystal Reports/Paymech Reports * Task I.D Follow Up * Management of Technical Administrators and Jeopardy coordinators * Escalation of Operational Issues to Account LeadsKnowledge Skills & Background * A proven record of leading and operating a complex Technical Service Centre in a challenging environment * A proven ability of transformation of a Technical Service Centre operation to that of excellence and continuous improvement. * Leadership qualities to get the best from the team and innovative solutions, always striving to deliver best in class and a strong winning team. * Exhibits a culture and behaviour of ownership & accountability, and leadership with service excellence at its core and ensuring that all activities are undertaken with HSEQ as the forefront of everything undertaken. * Developed solid and rounded functional organizational skills in a large technical service operation * Operated in a business recognised for its strong customer
October 17 on Logic Melon
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More About this Listing: Head of Technical Help Desk
Head of Technical Help Desk is a Customer Service Help Desk Job at Workathome-Jobboard located in Marston Green WMD. Find other listings like Head of Technical Help Desk by searching Oodle for Customer Service Help Desk Jobs.