DaaS Service Lead

POSITION DETAILS:

Position Title:

Reports to (POSITION):

Team:

Department:

BYTES:

Established in 1982, Bytes has grown rapidly and now employs over 800+ people across 6 locations in the UK and Ireland. Our turnover in Financial Year 2019 was in excess of £520M. We work with SME’s, corporates and public sector organisations to modernise and digitally transform their IT infrastructures.

We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.

Your Future Starts Here

Why Bytes?

• Over 800 staff (plans to double in size over the next 5 years)
• Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London, Manchester, Port Solent and Dublin.
• Winners of an array of industry awards
• Sunday Times Top 100 Best Places to Work
• Excellent training and career prospects offered
• Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events
• Supporters of 85+ charities with strong commitment to diversity and sustainability

PURPOSE OF JOB:

The purpose of the DaaS Service Lead role is to facilitate clear communication channels between key stakeholders within the Bytes Services team. You will be instrumental in the delivery of the end-to-end DaaS service and be the key contact for any issues that may arise. Delivering excellent customer service through continuous improvement that gives customer confidence; You will do this by understanding customer’s needs, delivering technical excellence and ensuring communication is concise and responsive.

KEY RESPONSIBILITIES:

• Managing the workload of the service and escalating to senior Managers when necessary. • Managing and reporting on the SLAs for the department
• Managing the end-to-end processes ensuring the end users receive the highest level of service • Manage the communication between external Partners and Bytes.
• Process and facilitate the DoA and Warranty requests • Enable the team to process Joiners, Movers and Leavers for the BMW/DaaS users.
• Assist in improving the processes in place for the BMW/DaaS solution
• Triaging of Tickets from 1st line to appropriate support queues

WIDER TEAM NETWORK

Internal

• PMO, Sales, Microsoft Specialists, Service Delivery Managers.

External

• Customer Stakeholders and Vendors.

QUALIFICATIONS, EXPERIENCE, & SKILLS: 

Educational Qualifications:

• GCSE A-C in English and Mathematics

DESIRABLE

Professional Qualifications

• Experience working in an IT customer service-based environment
• Knowledge of IT related products

ESSENTIAL