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SalaryAs the Level 3 Service Operations Team Leader you'll be responsible for managing daily operations of the Level 3 Service Operations Team, managing the team, representing the team to other stakeholders, and helping to ensure that the team and its services are constantly developing and improving.
You'll work closely with other Service Operations Team Leaders in the Service Operations Area to ensure that all Enterprise Technology Services (ETS) teams are providing a consistent, standardised and amazing support experience.
If you have previous experience working within a technology support context, are passionate about leading and mentoring and looking for your next challenge, please apply!
Day to day:
- Managing and developing the Service OperationsLevel 3 Team to meet ETS customer service standards and standard operating procedures. Managing team to ensure daily, weekly and monthly tasks are complete
- Developing and training the Service OperationsLevel 3 Team and developing support documentation to assist with managing incidents and requests
- Reporting and monitoring the Service Operations Team's performance (tickets, call quality, customer sat etc) as per standard operating procedure
- Recruiting, interviewing, onboarding and performance management of Service Operations Team members
- Scheduling and resourcing the Service Operations Team to meet customer demand
- Trend analysis to detect continuous improvements, automation and shift left opportunities
- Escalation for 2nd level support and administration including troubleshooting of IT related problems from software to hardware, such as mobile phones, laptops, email, PCs, printers, basic network issues and all IT Managed applications
- Provide metrics based on customer access channels to help us drive our preferred channels
- Engage with other Service Operations Team Leaders across countries and regions to ensure a consistent service is provided across all ETS services
- Engage with Product Management team to ensure the Level 3 team are following product / service standards and expectations
- Minimum 5 year's experience working within a technology support context
- Minimum 2 year's experience working as a leader or manager within a technology support context
- Experience with ServiceNow an advantage
- Tick destinations off your bucket list with our discounts on travel and accommodation
- Employee Share Scheme through Equate Plus
- Access to in-house financial and health services, internal 24/7 gym and End-of-Trip Facility
- Receive ongoing training and professional development
- Hybrid working model
- Closing the Gender Gap in Super Balances! FCTG paid super contributions during parental leave & top up payments when Flightie parents return to work for the first 2 years!
- Preference for internal progression through Brightness of Future
- Global career opportunities in a network of brands and businesses at your fingertips
- Proud Corporate Social Responsibility platform through the Flight Centre Foundation, and Brighter Futures programs
- Opportunity to attend global awards events, including Global Gathering (Las Vegas 2022, Bali 2023 and Lisbon 2024)
- Various social events to promote networking, the celebration of wins, and sometimes just for fun!
Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.
Who we are...
Since our beginning, our vision has always been to open up the world for those who want to see.
As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting! Together, we are a family (we call ourselves Flighties).
We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future.
We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.
Irreverence. Ownership. Egalitarianism
#LI-KC1
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