Service Desk Shift Supervisor (Permanent)

JOB DESCRIPTION

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

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

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.

Responsibilities

In this role the shift supervisor will be responsible for the management of their operational shift. This will include:

• Maintaining communication across shifts and working with other shift leaders to maintain continuity of service, knowledge, and information.
• Providing management of Shift staffing making sure holiday cover is appropriate whilst managing overtime and short notice cover.
• Ensuring that SLAs are met. This requires continual 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.
• Providing an escalation point and owning the escalation process.
• Maintaining the highest level of service for all customers and stakeholders.
• Providing management to the shift which includes motivation of the team, Mentoring, being an escalation point, troubleshooting, 1 to 1 reviews.

Candidate Requirements

• Able to Work on a shift rota providing 24 x 7 x 365 operational support,
• Team leadership and good people skills.
• 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.
• Able to follow and implement work instructions and procedures.
• Microsoft Excel, Word, Powerpoint.

Desirable

• Previous experience of working on a technical service desk.
• 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.