Dave M. Email & Phone Number

Greater Leeds Area

Greater Leeds Area

As a Shift Team Leader working on a shift pattern, I ensure incidents, service requests and change actions are being achieved in line with service level agreements and key performance indicators.
Overseeing a team of 2 network engineers & 4 server engineers, the service desk and working closely the Incident support specialists, in a 24x7 operation.
Providing cover when needed for the team, pro-actively monitoring all hosted customers, performing diagnosis of issues and… Show more As a Shift Team Leader working on a shift pattern, I ensure incidents, service requests and change actions are being achieved in line with service level agreements and key performance indicators.
Overseeing a team of 2 network engineers & 4 server engineers, the service desk and working closely the Incident support specialists, in a 24x7 operation.
Providing cover when needed for the team, pro-actively monitoring all hosted customers, performing diagnosis of issues and reacting to incidents as they are received. Liaising with customers and making sure they are regularly kept up to date.

Being the Level 1 escalation point, Customer Service excellence and Incident Management in a high pressure, fast moving environment are at the forefront of this role.
Monitoring and managing employee performance development, training needs and punctuality effectively, ensuring procedures are followed at all times.
Completing timely completion of return to work interviews and managing staff levels through annual leave and absence through the rota, ensuring sufficient cover is provided to the business.

Supporting and agreeing service improvements and acceptance into support for new and existing customers.
Working closely with Shift Leaders, Service Managers & Problem Management to ensure the smooth running of Incident Management & Customer Support.

Attending other offices in the business to ensure a better way of working is being adhered to and to also encourage improvements to allow teams to work better together. Show less