Application Support Team Leader

Key Responsibilities

• Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.
• Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the companys needs. Training.
• Ensure continual upskilling in Customer Support through evaluation, development and training plans for staff Day to day management, ensuring that staffing and skill levels are maintained throughout operational hours.
• Managing your team to deliver customers needs and to continually improve your team s efficiency and effectiveness.
• In addition, ensure that you build a positive team culture with strong positive engagement Problem management and Root Cause Analysis (RCA) with the aim of implementing recommendations.
• Manage the teams incidents via FreshService
• Provide an escalation point to the wider IT Team Ensure that customers are receiving timely updates to their tickets
• Manage their own case queue in line with Service Desk procedures

Skills Required

Customer Service, Problem Management, Customer Support, Team Development