Insight Managed Services Team Leader

Insight is a globally recognized IT Hardware and Services organisation delivering business aligned consultancy, solutions and services across all major vendor platforms.

The team Leader manage and lead his/her team, promoting company and departmental goals and strategies. Accountable for team motivation and performance management. Responsible to ensure key Services are upheld and Client satisfaction is consistently met.

Actively involved in hiring and training all teammates. Acting as primary escalation point for all teammates, client complaints and service escalations. Showing keen attention to detail relating to processes and standards of operation, also ensuring team commitment to these.

Builds business relationships within Insight, with vendors and clients to drive the Services Vision, and improve client and vendor relationships.

Contributes to departmental strategic projects to drive continuous business and client satisfaction improvement.

KEY DUTIES AND RESPONSIBILITIES

People Management:
• Manages work coming into the team, prioritizes, assigns and reassigns as appropriate.
• Leads a high-performance team; leadership, communication, motivation, facilitating change management processes.
• Responsibility for hiring and successful induction of new starters.
• Ensuring training and development plans are in place for all team members and these are aligned to overall business objectives and are continually reviewed.
• Focus on self-development to enhance your client services skills as well as your technical skills.
•Coach, train and act as a role model to all Insight Managed Services teammates. The candidate is expected to be a role model for all IMS teammates.

Business as Usual:
• Client Satisfaction monitoring and improvement, driving client amazement.
• SLA monitoring and attainment.
• Ensure all work, customer information and communication is recorded in the company Insight Technology Services Management (ITSM) system.
• Drive all queries from client’s IT departments to resolution in a professional and positive manner.
• Be proactive in owning issues and progresses requests from the initial engagement, all the way to resolution, ensuring the client has timely and constructive updates.
• Engage with all relevant internal stakeholders and directly with the Client to offer a world class technical and service expertise.
• Be proactive in owning issues and driving progress requests from initial request, all the way to resolution, ensuring all parties have timely and constructive updates.
• Contribute to service design activities, proposal writing and statement of works writing.
• Co-ordinate activities with internal and third party resource and update clients.
• Act as ambassador and champion to all IMS service management systems and processes including event management, incident management, problem management, change management, request fulfilment, quality management and our ITMS solution and other tools, along with contributing to their continuous improvement.
• Own the knowledge management and training for your area of expertise, including defining structures in the Knowledge Management System (KMS), auditing submissions, creating articles and training plans.
• Will have the capacity to work on several parallel projects, able to efficiently prioritize tasks whilst managing existing workloads.
• Takes pride in their ability to provide an accurate solutions with a high level of attention to detail.


Continuous Improvement:
• Contribute to continues service improvement and other projects.
• Assist Insight Managed Services (IMS) management to develop services, processes and procedures.
• Continually review processes and procedures of services to enhance operational efficiency and customer experience.

• ITIL – Foundation
• Process driven with an excellent attention to detail and a working knowledge of ITIL areas
- Access Management
- Asset & Config Management
- Event Management
- Incident Management
- Knowledge Management
- Continual Service Improvement
- Supplier Management
- Escalation Management
• Working knowledge of the core technology for supporting end users including Office 365 & modern ITSM tools
• Excellent Team skills covering
- Communication
- Calm under pressure
- Motivation & Coaching
- Leadership & Tactful authority
- Goal Setting
- Performance Management & QA
- Hiring, Training and Development
• Excellent time management skills for self , team and team deliverables
• Good Excel skills used for reporting, pivot tables and analyzing trends
• Proven experience leading a high performing, service oriented team
• High attention to detail and a keen service orientation