Service Assurance Team Lead – Service Desk & Ops

Freedom Fibre Limited.; Irlam; On-site; GBP 35,000 - GBP 50,000; Full time

Job summary

A leading telecommunications company in the UK seeks a Service Assurance Team Leader. This role involves leading a team of Service Desk Analysts, managing service obligations, and ensuring operational KPIs are met. The ideal candidate has strong experience in service desk environments and a solid understanding of network provisioning. Responsibilities include daily reporting, coaching team members, and managing customer interactions. This position offers a dynamic work environment focused on continuous improvement, teamwork, and high service standards.

Qualifications

• Experience working in a service desk environment.
• Excellent understanding of network provisioning.
• Ability to manage incidents and changes effectively.
• Proficient in Microsoft Office applications.

Responsibilities

• Lead a team of Service Desk Analysts in operational activities.
• Monitor workflow performance and report on service issues.
• Conduct quality assurance checks to maintain service quality.
• Handle customer complaints to resolution per company values.
• Support Service Desk Analysts with incident management.

Skills

Service desk experience

Network provisioning

Incident/Change Management

Problem Solving

Microsoft Office proficiency

Knowledge of FTTP installations

Knowledge of PIA installations

Understanding of OR Network

Education

ITIL foundation certification

Job description

A leading telecommunications company in the UK seeks a Service Assurance Team Leader. This role involves leading a team of Service Desk Analysts, managing service obligations, and ensuring operational KPIs are met. The ideal candidate has strong experience in service desk environments and a solid understanding of network provisioning. Responsibilities include daily reporting, coaching team members, and managing customer interactions. This position offers a dynamic work environment focused on continuous improvement, teamwork, and high service standards.