About the Role
Please consider the following:
· You must ensure that you and your team are aware of the SLA’s and other performance targets.
· You will be responsible for ensuring your team are fully adherent to all ITIL Client Support processes.
· Manage & Direct the day to day activities of the support analysts within the level I and level II day Teams
· Manage shift turnover meetings (p 3)
· QMS Ticket reviews
· On-the-job coaching of team members in their d