o Provide Leadership to Support Engineers including but not limited to, recruitment and objective reviews, performance reviews, career development and coaching, resource scheduling and general administrative support.
o Management of the day-to-day responsibilities of First, Second and Senior Support to Sophos’s Internal Customers including queue management of Service Request, Incident and Problem Management Tickets.
o Working as part of the Leadership Team, be proactive in Continuous Service Improvement. Develop and mature relevant processes including Service Request, Incident and Problem Management in addition to policies and work instructions.
o Ensure that regular Service Desk feedback is reviewed, and all appropriate actions are documented, reported and resolved.
Provide timely Management Information, at the agreed cadence or upon request, including understanding and analysis of Key Performance Indicators (KPIs)
o Managing through to resolution, Incident, Problem and Service Request Tickets in accordance with the Sophos Incident Management and Problem Management Policies and Processes.
This includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets.
o Be an effective interface between Customers, Internal Support Teams and 3rd Service Providers.
o Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity / Priority incidents are managed according to those standards.
o Provide support, coaching and assistance to all Level Support Engineers when requested or when Incident volumes are high.
o Create and manage Problem tickets in accordance with the agreed policy and processes and work to establish the root cause and corrective actions that eliminate the root cause and prevent further occurrences of the incident.
o Minimise business impact through demonstration of expert technical capabilities to complex situations, identifying underlying causes, and devising solutions or workarounds.
o Produce trend analysis of recurring Incidents / Problems and communicate / escalate
o Ensure that Customers are kept fully informed and up to date with the status of their incidents / requests. Provide effective and timely Communications to the Business during widespread business impacts
o Ensure that all records and documents are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.
o Interprets technical or procedure manuals on behalf of non-technical Customers and provides routine training in normal usage of services and systems
o Works to ensure that Sophos’s high security standards are proactively maintained by ensuring that Customer requests are properly and appropriately validated whilst adhering to all agreed Security standards and Processes.
o Work with members of the Service Management Leadership Team to provide appropriate management information and participate in key initiatives
o Carry out a supervisory function within the Client Services, undertaking day to day oversight and prioritisation functions of Service Desk staff, including leading regional projects, and providing mentoring and guidance to Service Desk staff.
o It is expected that Team Leaders manage the day to day tasks effectively ensuring that work is completed according to priority and completed within the agreed Service Level Agreements (SLAs).
o Act as Project Manager for initiatives as required, including conception, planning, resource allocation, Vendor liaison, analysis, recommendation and quotes
o Be proactive in assisting the Service Management Team in developing and deploying Continuous Improvement Plans for the Team and its processes.
Typical activities include but are not limited to
o Ensure that all documents related to known errors and workarounds are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.
o Regularly monitors the Incident status and keep the team and customers informed
o Assists Customers in making more effective use of desktop systems, products and services enabling them to increase their business value
o Actively participate in all regular Global Service Desk meeting
o Participate in Change Advisory Board (CAB) Meetings representing the Voice of the Customer and the Service Desk.
Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.