Airport Team Leader - Stansted Airport
Working as the Airport Team Leader you will provide day-to-day supervision and team leadership. You will organise and allocate tasks to the on-site team ensuring that all aspects of service delivery for the Airport are delivered to defined operating procedures and within agreed contractual service levels.
Key Accountabilities:
- Lead day-to-day performance, productivity, utilisation and work load planning for the ESP Airport staff on shift each day, ensuring that all contractual service levels are achieved and high levels of client satisfaction are maintained
- Drive performance against KPIs to improve the customer experience and client satisfaction levels
- Promote and champion ESP’s capabilities to existing and potential customers, identifying potential incremental revenue opportunities which contribute to the growth of ESP’s annual revenue
- Ensure that all customer escalations are successfully resolved and ensure that key stakeholders are kept updated with progress in a timely manner
- Manage the day-to-day resource plan and forecast to ensure that sufficient resources are available on a daily basis and propose any required roster changes to the Airport Manager for authorisation, so that contractual service levels are maintained for our customers
- Provide line management and technical leadership and direction to the Airport Engineers & Technicians
- Act as a role model and coach to support, direct and counsel individuals to continuously challenge themselves to achieve greater levels of performance and customer satisfaction and manage the annual performance process for all team members against individual objectives
- 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 Airport Manager and are successfully resolved
- Assist the Airport 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
- Provide cover for the Senior Airport Manager / Airport Manager during planned / unplanned absence periods
- Ensure that all operational activities comply with health and safety standards
Skills and Qualifications:
- At least 3 years' experience required in an Airport/IT service delivery role for role holder to perform fully and effectively in the job
- Strong knowledge of the CUTE CUSS & SSBD Systems and Microsoft Desktop software is a requirement, as is an understanding of the concepts of networking principles including hardware types and IP addressing
- Knowledge of ESP Product set
- Good interpersonal / customer facing skills
About us:
ESP Global Services is a leader in providing customized, 24/7 IT support solutions to the aviation industry. With a dedicated service delivery team, we provide seamless day-to-day support via on-site engineers, responsive visiting engineers, and a multilingual service desk that manages over 1,000 tickets per day for more than 200 customers worldwide.
Why Join Us?
- Work in a critical and fast-paced environment with opportunities to make an immediate impact on the operations of a major international airport.
- Be part of a supportive and collaborative team, committed to professional development and innovation.
- Receive competitive compensation, including shift allowances and a comprehensive benefits package.
- Career growth opportunities within a leading IT support provider in the aviation sector.
Join a team that values excellence – our ISO 9001 certification reflects our commitment to quality and superior customer service.
