Support escalation engineer Work, Jobs in Solihull, Wmd (with Salaries)

Service Desk Manager
wavenet —Shirley
- Full-time
- Team management
- Travel
- Training & development
Quick apply
2nd Line Help/Service desk Engineer
TCNS (Total Computer Network Services) —Sutton Coldfield
- £27,000 - £37,000 a year
- Full-time
- Azure
- Mentoring
- SharePoint
Quick apply
3rd Line Support Engineer
wavenet —Shirley
- Full-time
- Azure
- Windows
- Continuous improvement
- Annual leave
- Employee assistance programme
Quick apply
2nd Line Network Engineer
wavenet —Shirley
- Full-time
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
Infrastructure Engineer
wavenet —Solihull
- Full-time
- Azure
- Computer Science
- Master's degree
- Annual leave
- Employee assistance programme
Quick apply
Premises Officer/Site Manager - Soft Services
BAM UK & Ireland —Birmingham
- £15.50 - £16.00 an hour
- Monday to Friday
- Travel
- Contracts
- In-person
3d
Supplier Quality Engineer (SQE)
Norton Motorcycles —Solihull
- Engineering
- Analysis skills
- Continuous improvement
- Free parking
- Employee assistance programme
Quick apply
Customer Quality Engineer - Engines
Norton Motorcycles —Solihull
- Analysis skills
- No degree
- Travel
- Free parking
- Employee assistance programme
Quick apply
8d
FM Site Manager
BAM UK & Ireland —Solihull
- £16 an hour
- Monday to Friday
- Team management
- Travel
- In-person
8d
Senior IT Support Engineer – 3rd Line
TCNS (Total Computer Network Services) —Sutton Coldfield
- £40,000 - £50,000 a year
- Full-time
- Azure
- Mentoring
- In-person
Quick apply
2d
2nd Line Technical Analyst
Xerox —Nuneaton
- Full-time
- Windows
- Analysis skills
- Presentation skills
12d
Network Engineer- Meraki
Focus Group —Birmingham
- £40,000 - £45,000 a year
- Full-time
- Hybrid work
- Mentoring
- Scripting
Quick apply
Tech Bar Engineer - Pegasus
SCC —Birmingham
- £32,000 - £37,000 a year
- Monday to Friday
- Hybrid work
- Bar
- Windows
- Communication skills
3d
Technical Lead
Serco Group —Solihull
- £65,000 a year
- Full-time
- Google Suite
- Mentoring
- SharePoint
- Employee assistance programme
- Employee discount
Small Works Contract Manager
OCS Group —Coventry
- Microsoft Powerpoint
- Mentoring
- Organisational skills
Quick apply
IT Infrastructure Engineer
Paragon Banking Group —Solihull
- Part-time
- Hybrid work
- Continuous improvement
- Mentoring
- Scripting
- Annual leave
- Employee assistance programme
Senior IT Engineer
Computors Limited —Wolverhampton
- £48,000 - £55,000 a year
- Full-time
- Hybrid work
- Azure
- Presentation skills
- Mentoring
- Free parking
- Work from home
Quick apply
10d
Critical Incidents Co-Ordinator
ISS Facility Services —Birmingham
- Microsoft Word
- Computer literacy
- Communication skills
Quick apply
Senior Systems Engineer, User Support
Arch Capital Group Ltd. —Birmingham
- Full-time
- Scripting
- Leadership
- Communication skills
Service Desk Engineer
Central IT Solutions Ltd —Redditch
- Full-time
- Analysis skills
- In-person
- Communication skills
- Annual leave
Quick apply

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support escalation engineer jobs near solihull, wmd

Service Desk Manager

wavenet -
Shirley

Quick apply

Job details

Full-time

Qualifications

Stakeholder collaboration
Client engagement
IT team management
Incident queue management
IT service management
Ticket management
Shift management
Complaint handling
Performance management
Team management
Employee performance appraisals
Customer interaction
Training & development
Information technology team management
Leadership
Communication skills
Help desk
Rota coordination

Full job description

Company Description

Wavenet is a prominent technology and communications provider. Committed to innovation and
reliability, Wavenet offers a wide range of advanced solutions to empower businesses in the digital
age. Their comprehensive services include cloud solutions, communications systems, connectivity,
cybersecurity, and IT support. With a customer-centric approach, Wavenet tailors’ solutions to
meet individual needs, prioritizing customer satisfaction and exceptional experiences. Their values
of innovation, trust, collaboration, and community engagement underpin their mission to be a
leading technology partner, enabling businesses to succeed and thrive in a rapidly evolving digital
landscape.

Job Description

The Service Desk Manager role in Wavenet holds the responsibility for managing a team of support
engineers, ensuring that SLA’s are hit, tickets are managed to recognised quality standards and clients
are satisfied with the level of service delivered. A critical aspect of the role is managing the team via
dashboards and reporting tools such that you are aware of team productivity and effectiveness. As a
line management role, you will be expected to approve holidays, deliver appraisals, manage
grievance and performance management processes and act as a leader for your direct reports. It is
expected that you will work alongside other service desk managers.
You are comfortable in a client facing role, where issues are escalated, you will be capable of
reaching out to clients, understanding their concerns, establishing and agreeing a plan of action to
address their concerns, where additional support is required, you will work with other services
managers in order to procure the correct level/type of skills.
This role requires an individual with strong leadership skills looking to ensure that the organisation
provides the exceptional service that is required. Any experience of delivery processes is also
beneficial due to the variety of work that can occur within the support division of the business.
The responsibilities fall into the following areas;

Monitoring Service Desk Performance – Monitoring the work flow and using the
helpdesk systems to extract performance information to validation SLA’s are being met,
such that the Service Desk Team are effective and efficient in their activities. Monitor
call effectiveness through reviewing reporting information provided by the phone
system and reviewing how calls are handled by team members. Lead the individuals
within the team to ensure we deliver the expected level of service to our customer
base.

People Management – As a line manager you will be expected to process holiday
requests, return to work interviews, absence management, appraisals, grievance and
disciplinary procedures, conduct interviews and the on boarding of new staff members
into your team. A key aspect of the role is ensuring that you understand the skills within
your team and any training requirements needed to ensure team members are capable
of fulfilling there role. As a line manager you should have an understanding of the
career ambitions of members of your team be able to article the organisational
framework and roles within the business.

Problem Management – Where issues are escalated, the Service Desk Manager will
be that initial point of escalation for the client. They will need to ensure all facts are
gathered and appropriate responses are given the to client. The Service Desk Manager
have the ability to escalate further up the management chain if required but should be
aiming to resolve all escalated issues at their level.

Leadership Collaboration – To ensure vital success of your service desk,
collaboration with your service desks technical lead and service support lead will be
required. Aligning visions and maintaining communication with these key roles to
address challenges and meet targets consistently

Technical Support – Where appropriate provide technical support to the team,
where the Service Desk Manager possess the relevant technical skills to do so

Prioritise Tasks – A key part of the role as Manager would be to ensure that all the
work is suitably prioritised and given the required level of attention.

Manage Shifts – The Service Desk Manager will be responsible for managing the
teams and their shift patterns within the sites to ensure that the business is fully
covered at all working hours.

Qualifications

Essential & demonstrable
Extensive experience within a Service Desk environment.
Experience of managing a team.
Experience of working to SLA & KPI measures.

Additional Information

Passionate about client success
Proven ability to be seen as a trusted advisor
Able to manage multiple priorities to achieve (exceed!) targets
Passionate about technology & how it benefits businesses
Process driven and organised / attention to detail
Professional and high energy
Strong presentation and interpersonal skills
Outstanding communication skills, both spoken and written
Willing to travel in the UK as needed
Proactive, can-do attitude

Quick apply

Refine Your Search

support escalation engineer jobs in solihull, wmd

Service Desk Manager

2nd Line Help/Service desk Engineer

3rd Line Support Engineer

2nd Line Network Engineer

Infrastructure Engineer

Premises Officer/Site Manager - Soft Services

Supplier Quality Engineer (SQE)

Customer Quality Engineer - Engines

FM Site Manager

Senior IT Support Engineer – 3rd Line

2nd Line Technical Analyst

Network Engineer- Meraki

Tech Bar Engineer - Pegasus

Technical Lead

Small Works Contract Manager

IT Infrastructure Engineer

Senior IT Engineer

Critical Incidents Co-Ordinator

Senior Systems Engineer, User Support

Service Desk Engineer

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