Job DescriptionOur IT team partners with the business to support technology solutions that address current challenges and future needs of the enterprise to give digital edge to IQEQ clients.We strive to be a leading edge IT organization with innovative and dedicated people who focus on customer satisfaction, execution and delivery of first class services. Tech Hub Shift Leaders ensure their shift delivers a quality, customer focused experience for end users. They motivate their shift and lead by example, are customer centric and understand the link between delivering responsive, proactive support and customer satisfaction. The position requires a combination of strong troubleshooting, planning, communication and customer service skills and includes a mix of on-call tasks and day to day business as usual support.As Tech Hub Shift Leader you understand that a customer focused, slick Service Desk can deliver business edge. You drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation. ResponsibilitiesManage a shift of Tech Hub engineersMentor/coach junior staffEnsure resource is allocated effectively to deliver workloadsCreate an engaging, open and collaborative culture within the teamOversee day to day operations to ensure shift runs smoothlyMonitor and report on team performanceCreate a standard set of MI for your shiftProduce ad-hoc reports as required for Board/Executive review etcUse reporting techniques to identify trends, patterns and opportunities to improve the service we deliver.Address issues with individual performance, putting plans in place to help colleagues reach their potential.Ensure team are following best practice processesDelegate tasks and set achievable deadlinesAssist the Global Head of IT Service Delivery on strategic projectsTake part in other ad-hoc projects as requiredTake the lead role during Major Incidents, moving from RED to GREEN.Document Major Incidents and follow through on root cause.Work with Business Partners to improve the service we deliver to the customer.Communicate experience and knowledge to other members of the Global IT functionProvide on-call support when requiredTake the lead in developing good customer service initiativesRegularly review customer satisfaction surveys and focus on areas of concernAct as an escalation point.Undertake any other duties of a similar level and responsibility as may be required from time to time.QualificationsExperienceExperience of managing a number of Service Desk EngineersExposure to the ITIL best practice Framework (ITIL Foundation preferred)Previous experience in a technical role to assist with Incident Manager duties.Experience of delivering support in a large scale, diverse global environment.Experience of SACM solutionsExperience of Knowledge Management solutionsExperience with the end to end ITIL lifecycleSkillsComfortable with the Office suite of productsAble to produce technical proposals or project documentationExcellent customer facing skillsAble to work in imperfect circumstancesStrategic thinker, able to see the bigger picture and understand decisions and potential impact.Able to work in a high pressure environment and effectively deliver competing prioritiesAdditional InformationAt IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.