First Line Incident Management Team Leader
First Line Incident Management Team Leader
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Job Description
Salary: DOE
Location: Nelson 5 days office based)
Working Hours: Monday to Friday hours between 08:00/18:00 37.5 hours
We are seeking an experienced and motivated First Line Incident Team Manager to join our dynamic operations team. In this critical role you will lead a team of skilled technicians and engineers responsible for resolving technical faults efficiently and effectively. You will oversee daytoday fault management activities ensure adherence to SLAs and KPIs and act as a key escalation point for complex issues. The ideal candidate will have a strong technical background excellent leadership skills and a proactive approach to continuous improvement. If youre passionate about team development operational excellence and delivering exceptional service wed love to hear from you.
Key Responsibilities:
- Lead manage and mentor a team of fault resolution technicians/engineers.
- Monitor fault tickets and ensure SLAs (Service Level Agreements) and KPIs are consistently met or exceeded.
- Act as the escalation point for complex or unresolved faults providing handson support where needed.
- Coordinate with other departments (e.g. Customer Support Provisioning Sales) for effective resolution of crossfunctional issues.
- Analyse fault trends and provide reports with actionable insights to minimize future issues.
- Conduct regular team meetings briefings and training sessions to maintain team performance and knowledge.
- Ensure proper documentation of all faulthandling procedures resolutions and changes.
- Participate in the development and improvement of operational processes and tools.
- Support in workforce planning shift rotations and resource allocation to meet operational demands.
- Maintain high team morale and foster a culture of accountability and continuous improvement.
Qualifications :
- Experience in coaching and managing a team
- Experience in telecoms or IT
- Demonstrate the ability to set and achieve KPIs
- Strong person management skills
- Efficient and clear communication skills via face to face and all media types (phone/email)
- Good knowledge of Microsoft office packages
Additional Information :
What are the benefits of working at Daisy
Our ethos is simple: the more you put in the more you get out.
We have been awarded a 2 Star accreditation by the Sunday Times Best Companies and voted as the UKs no.1 Telecoms company in 2023.
Here are some of the benefits that we offer
- 25 days holidays plus bank holidays and an additional day for each year of service up to 30 days!
- Holiday purchase scheme
- 500 referral scheme bonus
- Professional development to help you achieve your personal goals
- Eye care vouchers available and discounted Medicash membership
- Sim deals for you and your family/friends
- Access to discounts and savings at more than 1200 retailers
- An additional day off on your birthday or if youre getting married
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
