Field Services Team Leader, Dublin
ESP Global Services are currently recruiting a Field Services Team Leader to join our team based from Dublin Airport. Working as the Field Services Team Leader you will lead and manage a team in all aspects of operational service delivery within a designated geographical area for customer sites and unmanned / manned airports.
You will be responsible for coordinating all project work, back fill requirements, customer incidents and service requests across the estate as required, ensuring that all tickets are responded to and resolved promptly to defined operating procedures within contractual service levels whilst achieving high levels of customer satisfaction.
We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service.
A snapshot of what you will be doing:
Lead day-to-day performance, productivity, utilisation and workload planning for the assigned ESP field-based engineering staff
Drive performance against KPIs to improve the customer experience and client satisfaction levels
Promote and champion ESP's capabilities to existing and potential customers
Ensure that all customer escalations are successfully resolved and ensure that key stakeholders are kept updated with progress in a timely manner
Provide line management and technical leadership and direction to the Field Services team members
Ensure all annual leave, sickness absence, training, overtime and expenses are correctly booked and recorded or claimed
Conduct regular training needs analysis for all team members and develop a training schedule that ensures that all team members are appropriately cross trained on supported equipment within the site
Monitor team performance to ensure that the team are following known and agreed processes for resolving issues and ensure that escalated issues are reported to the Field Services Manager and are successfully resolved
Assist the Field Services Manager in preparing reports required by the business regarding operational site performance
Proactively identify and suggest process change improvements which result in tangible service improvements What are we looking for?
At least 3 years' experience required in an IT role
Microsoft Operating Systems is a requirement, as is an understanding of the concepts of networking principles including hardware types and IP addressing.
Strong knowledge of the CUTE/CUSS/Airport Systems - desirable
Good understanding of service desk process and procedures (Service Now)
Strong leadership and people management skills
Excellent interpersonal and communication skills
Proven problem-solving attitude and ability
Good interpersonal / customer facing skills This role will be working Monday - Friday 9am-5:30pm
ESP offers a basic salary up to €35,000 + mileage + on call allowance + pension, life assurance and access to ongoing training and career development.
On call is paid at €18 per day in addition to basic salary. On call applies 1 in every 3 weeks to provide out of hours coverage.
Please apply now to be considered