Service Assurance Team Leader

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

Main purpose of job

As Service Assurance Team Leader you will be responsible for leading a team of Service Desk Analysts through all aspects of operational activities and service obligations to our wholesale partners. You will own and develop the team’s training and risk management plans incorporating ongoing coaching & development across all team members.

The Service Assurance Team Leader will be responsible for daily reporting on workflow performance and service issues while coordinating a weekly resource plan to maintain service levels.

Key Result Areas

• Providing Service Desk Analysts with day to day support across all Service Operations queries and operational tasks, ensuring process adherence.
• Ensure all tasks are allocated to an owner and worked / completed within agreed OLAs or SLAs.
• Support the Service Desk with all daily activities acting as supportive resource to manage workflow peaks to safeguard operational KPI’s and SLA’s.
• Collaborate with Service Ops Jeopardy Lead to drive technical support between Service Operations, field engineer resource and Network / NOC specialists.
• Own and maintain Service Ops training matrix for new and existing team members to maximise capability within the team ensuring process adherence.
• Act as the voice of the customer to drive customer centric interactions which drive CSAT and service levels.
• Conduct quality assurance checks to ensure service quality and identify coaching needs in line with the Service Ops Training and Skill Matrix.
• Monitor all contact channels to ensure daily delivery of call SLAs and PCA levels.
• Track and monitor performance across ‘on the day’ issues that would otherwise prevent successful completion of tasks while working in close collaboration with Service Operations Jeopardy Lead.
• Support and coach Service Desk Analysts to efficiently and accurately manage service incidents / escalations and service assurance tasks to a successful outcome in a professional and timely manner.
• Own and manage Wholesale and General Public complaints from the initial contact through to a positive resolution in‑line with Freedom Fibre KPI’s and values.
• Embracing continuous improvement (CI) supporting the organisation with installation problem solving.
• Being part of an on‑call rota providing industry leading emergency response for network / customer‑issues / faults as required.

Personal Spec

Essential

• Experienced at working within a service desk environment
• Excellent understanding of network provisioning
• Incident/Change Management
• Problem Solving
• Good working knowledge of Microsoft Office packages including Word, Excel and PowerPoint
• Experience and knowledge of FTTP installations.
• Knowledge of PIA – duct and / or pole installations which will help with successful activations
• Knowledge of the OR Network

Aptitude, skills and abilities

• Experience supervising a team of Service Desk Analysts
• Focused on Coaching and Developing
• Creating a culture of continuous improvement across the Service Desk community in terms of skills and knowledge
• Professional at all times
• The ability to work under pressure

Personal attributes

• Customer driven
• Team player
• People skills
• Motivated
• Willing to get involved and be hands on when needed

Desirable

Qualifications

• ITIL foundation certification