Service Assurance Team Leader

• 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 process adherence
• Act as the voice of the customer to drive customer centric interactions which drive CSAT and service levels
• Conduct quality assurance checks to ensure service quality and identify coaching needs in line with the Service Ops Training and Skill Matrix
• Monitor all contact channels to ensure daily delivery of call SLAs and PCA levels
• Track and monitor performance across ‘on the day’ issues that would otherwise prevent successful completion of tasks while working in close collaboration with Service Operations Jeopardy Lead
• Support and coach Service Desk Analysts to efficiently and accurately manage service incidents / escalations and service assurance tasks to a successful outcome in a professional and timely manner
• Own and manage Wholesale and General Public complaints from the initial contact through to a positive resolution in-line with Freedom Fibre KPI’s and values
• Embracing continuous improvement (CI) supporting the organisation with installation problem solving
• Being part of an on-call rota providing industry leading emergency response for network / customer - issues / faults should and when required

• Relevant experience
• Experienced at working within a service desk environment
• Excellent understanding of network provisioning
• Incident/Change Management
• Problem Solving
• Good working knowledge of Microsoft Office packages including Word, Excel and PowerPoint
• Experience and knowledge of FTTP installations
• Knowledge of PIA – duct and / or pole installations which will help with successful activations
• Knowledge of the OR Network
• Experience supervising a team of Service Desk Analysts
• Focused on Coaching and Developing
• Creating a culture of continuous improvement across the Service Desk community in terms of skills and knowledge
• Professional at all times
• The ability to work under pressure
• Customer driven
• Team player
• People skills
• Motivated
• Willing to get involved and be hands on when needed

ITIL foundation certification

• 25 days paid vacation
• Flexible working hours
• Hybrid working
• Regular social & team events