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IT Supervisor - Leeds

Supervisor, Desktop Support - Leeds

Bringing smiles is what we do at TTEC.. . for you and the customer. As a Supervisor, Desktop Support working onsite in Leeds, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing

This position has overall responsibility for their assigned centers' IT Operations & Management activities and processes required to deliver high service levels to both internal and external customers, optimizing the cost and promoting IT Service Excellence.

During a Typical Day, You'll

• Manages the desktop deployment, health checks and business & technology operations' day-to-day activities.
• Take overall responsibility for Incidents and Service Requests that will affect site technology; Coordinate and engage Site IT resources in support of problem resolution during high-severity technology service interruptions and outages.
• Manage stakeholder commitment and communications based on the direction provided by immediate manager; Liaises with business unit leadership to identify potential areas of innovation, optimization and automation.
• Enforce compliance of company standards in areas of system deployment, technical documentation, hardware and software installation, Corporate Computer Security Policies and other regulatory compliance requirements.
• Effectively manages training on new or customized processes and service portfolios.
• Ensures compliance of all Scorecard Metrics as it relates to performance reviews; additionally, completes each of their team members performance evaluations as required.
• Ensures all team members have clearly defined roles and expectations; hold team members accountable for actions resulting from quality of work.
• Lead, coach and motivate team members on a proactive basis.
• Performs other related functions as assigned by the immediate manager with a moderate level of supervision.

What You Bring to the Role

• BA/BS Degree with preference for a Technical or Business field of study; or 3 - 5 years of equivalent work experience
• Proven experience of working in a BPO and customer relationship management environment capacity (IT service management, staff performance management/coaching, and business continuity and planning).
• Some level of proficiency in one or more of the following IT Operations: Event Management, Incident Management, Problem Management, Request Fulfillment, Access and Change Management, Capacity and Availability Management, IT Service Reporting Services
• Strong communication skills (oral and written), interpersonal, customer service, time management, organizational and negotiating skills.
• Must have at least 2-3 yrs experience in a leadership/mentorship capacity; possess strong team management skills; contain a high level of maturity and skills in dealing with people.
• Proficiency with MS Office (Excel, PowerPoint, Word, Visio, etc)

What You Can Expect

• Dedication to your career growth and professional development
• Actively diverse and inclusive culture
• Community-minded organization committed to giving back
• Global team of curious lifelong learners guided by our company values
• And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

Visit www.mybenefits.ttec.com for more information.

A Bit More About Your Role

We'll train you to be a subject matter expert in your field, so you can provide exceptional service whether through voice, chat or email interactions. We trust you already have the necessary ingredient that can't be taught - a caring and supportive nature to shine through as you help customers. You'll also have a chance to make great new friends within the TTEC community and grow your career in a dynamic, family-friendly atmosphere.

You'll report to the Director of Systems & Software in EMEA. You'll contribute to the success of the customer experience and the overall success of the team.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

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