Squad Leader

Squad Leader

We are Fujitsu

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

About the role

In this role, you will be responsible for leading a squad of ITSM resources; coordinating their efforts to deliver exceptional support to end users. You will play a crucial role in ensuring timely resolution of technical issues, optimising processes and procedures, identifying and delivering automation opportunities, and driving continuous improvement within the team. The individual will be required to apply Agile methodologies when performing their duties and to demonstrate a leadership style that embodies collaboration.

About you

Responsibilities and Accountabilities:

Account delivery:

• Plan, coordinate, and prioritize squad activities to meet and exceed service level agreements (SLAs) to support business objectives.
• Monitor and analyse external and internal performance metrics, including but not limited too call abandonment, ticket resolution time, customer satisfaction, and team capacity, to identify areas for improvement and drive performance optimisation.
• Support the Service Operations Manager in daily stand-up meetings, sprint planning, sprint reviews, and retrospectives to foster collaboration and continuous improvement.
• Assume responsibility for the squad's workflow and threshold monitoring to agreed metrics.
• Act as a technical escalation point, offering guidance and expertise to the team when needed and provide possible directions to resolve/implement issues and bundle similar resolutions pragmatically.
• Conduct daily snapshot assessments of account and technical performance

Continuous improvement & knowledge management:

• Develop and maintain documentation, knowledge base articles, and promote the use of standard operating procedures to enhance the efficiency and effectiveness of support operations.
• Collaborate with other Squad Leaders, cross-functional teams and account stakeholders to align priorities, resolve dependencies, and drive organizational objectives.
• Identify and implement process improvements, automation, and self-service capabilities to enhance the end user experience and increase productivity.
• Perform morning, weekly, and monthly checks to ensure smooth functioning of systems and services.
• Identify and validate automation opportunities with the Digital Experience Manager.
• Ensure governing knowledge bases are actively used and pre-emptive resolutions are documented.

Agile methodology:

• Drive the implementation and adherence to Agile methodologies, ensuring effective use of Scrum or Kanban frameworks.
• Lead and manage an Agile squad consisting of service desk analysts, technical support specialists, and other relevant team members or cross-functional services, fostering a collaborative and empowering environment.
• Ensure effective communication and collaboration within the squad and with stakeholders, including end users, IT teams, and management.
• Coach and mentor squad members, providing guidance, feedback, and opportunities for skill development.

Requirements and Experience:

• Experience working within service desk operations, incident management or end user support teams
• Proven ability to apply Agile Framework and practices and how to apply it in a team structure
• Can communicate ITIL good practices and their application to Fujitsu customers
• Experience in the IT service management (ITSM) domain and familiarity with IT service desk tools and systems.
• Hold organisational and time management skills, with the ability to prioritise and manage multiple tasks in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Demonstrated experience in identifying and implementing an innovation or change within a customer environment as aligned to their purpose
• Demonstrate removal of blockers, enable the workforce to achieve the customer's purpose
• Must Have Current or Reinstatable AGSVA Clearance!!

Why Fujitsu?

We are an organisation with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.

• We put people first. We believe in the power of diversity to drive innovation and our Work180 accreditation, AWEI Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
• We offer tailored career paths across our global organisation to support your professional and personal growth.
• Our customers trust us. We have an excellent reputation across the region and globally.
• Best in class reward and recognition programs - flexible work, volunteering leave and more.
• We live our values of aspiration, trust and empathy, all day, every day.

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity and inclusion strategy, we welcome applications from women and gender diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders. Transgender and gender diverse applicants can also access our Frequently Asked Questions to assist with the recruitment journey

If you don't tick every box in this , please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes - so if this resonates with you, then please apply.