Service Assurance Team Leader

An opportunity for an experienced Service Desk leader to coach, develop and drive service excellence within a fast-paced telecoms environment.Our Client has a requirement for a Service Assurance Team Leader, who will be required to work on a permanent basis in IrlamRole Purpose:As Service Assurance Team Leader you will be responsible for leading a team of Service Desk Analysts through all aspects of operational activities and service obligations to our wholesale partners.You will own and develop the team s training and risk management plans incorporating ongoing coaching and development across all team members.The Service Assurance Team Leader will be responsible for daily reporting on workflow performance and service issues while coordinating a weekly resource plan to maintain service levels.Job Role Responsibilities: Providing Service Desk Analysts with day to day support across all Service Operations queries and operational tasks, ensuring process adherence.Ensure all tasks are allocated to an owner and worked / completed within agreed OLAs or SLAs.Support the Service Desk with all daily activities acting as supportive resource to manage workflow peaks to safeguard operational KPI s and SLA s.Collaborate with Service Ops Jeopardy Lead to drive technical support between Service Operations, field engineer resource and Network / NOC specialists.Own and maintain Service Ops training matrix for new and existing team members to maximise capability within the team ensuring ..... full job details .....