AddressAbout the role
As the Team Manager you are to ensure the team meets SLA performance targets and drives glide paths towards KPIs. Ability to solve problems elegantly and enable other team members to do the same.
What you’ll be doing
- Manage direct reports in multiple locations using the Engineer Report, Daily Dashboard and other operational reports.
- Monitor overall performance of services and following up if service delivery is not meeting expectations.
- Deliver service successfully – achieve SLAs, identify & drive glide paths for KPIs, achieve high customer satisfaction.
- Hire, train, lead, motivate, develop and manage the performance of direct reports.
- Develop continual service improvement plans to ensure that service adequately support business needs now in the future.
- Create demands, SoWs and complete necessary project documentation/internal forecasting activities.
- Hold regular campus review meetings with Campus Managers to discuss metrics, projects.
- Responsible for the workflow and resources of the team to meet the Computacenter’s contractual obligations.
- Liaise with IT partners/other functions to ensure that the team have the right tools / skills and processes to complete their duties.
- Act as a point of contact for the team in connection with any work-related concerns issues.
- Manage sickness/absence, holidays and training levels in accordance with the Computacenter processes and procedures.
- Develop and agree personal development plans for all direct reports.
- Hold regular 1:1s with team members and lead/document weekly team meetings.
- Complete the yearly performance reviews for direct reports.
- Ad-hoc initiatives and projects as required by the business.
- Maintain and improve customer satisfaction levels.
- Improvements of the quality offering through the daily / weekly quality assessments.
- Minimize costs.
What you have
- ServiceNow ticketing, knowledge management and reporting experience
- Experience managing SLAs, KPIs, and performance metrics.
- Provide IT support and guidance as it relates to Service/Help Desk related issues
- You must be authorized to work in the United States.
What you can expect
There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.
About us
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us
