Job Description

As a world-leading multi-cloud services company and go-to strategic partner for Amazon Web Services, Google Cloud and Microsoft Azure, we’re on a mission to elevate technology and people so they can reach new heights. Empowerment for growth, learning, and success is what we do for our customers and colleagues alike.
As a Cloudreacher you’ll belong to a diverse and dynamic growing global community, playing an integral role in crafting an industry at the forefront of technological transformation - All whilst having plentiful opportunities to progress in your career.
We passionately believe that innovation is something that’s embodied. Our culture is key to who we are and what we can deliver. When we look ahead, we see a bright future filled with potential!
What will your role be?
The Service Desk Tech Lead role is responsible for leading a team of Service Desks Associates, providing coaching and guidance, and acting as a point of escalation for the team.

You will ensure that the Service Desk Associates' day is planned and prioritised against important commitments, leading the training and upskilling of Service Desk Associates on standard operating procedures and processes and acting as a point of escalation for issues.

Key Responsibilities
- Resource and Workload Planning - Ensure shifts are adequately resourced and workload is prioritised and distributed effectively.
- Coaching and Guidance - Provide coaching and guidance to the Service Desk Associates (SDAs) and act as an escalation point.
- Reporting - Use metrics and information from ServiceNow to provide insight and identify improvements and provide reporting to other internal stakeholders.
- First Time Resolution - Seek to improve and increase the number of queries resolved on the first contact.
- Workload Planning - Accountable for the daily planning and prioritisation of work amongst the Service Desk.
- Customer Satisfaction - Ensure customers requests are responded to promptly and resolved to satisfaction.
- SLAs- Ensure Service Level Compliance across operations to help us meet or exceed KPIs.
- Training - You will train new and existing SDAs on processes and procedures.

What are we looking for?
- Cloud - Knowledge and Experience in Cloud Services and practices and how computer systems relate in a Cloud world.
- Operating System - Strong understanding of Operating Systems, both Windows and Linux.
- ITIL V3 minimum - Understand the core principles of Incident, Change, Problem, and Request Fulfilment.

• Experience with ServiceNow ITSM and the reporting functionality
• Excellent English, communication, and customer service skills required.
• Strong customer service orientation

Experience Required
- Graduate/Post Graduate degree in the field of Computer Science or Information Technology - 5-6 years of experience in combination with 2-3 years of managing IT personnel
What We Offer:
Becoming a Cloudreacher gives you much more than a job title. We reward your skills and expertise by delivering value back, through the Cloudy Deal:

• 
  Giving you flexibility: We’re open to you working how you want, where you want. You’ll feel immediately plugged in with a Macbook for the office and beyond, and BYOD allowance to help you stay connected.
• 
  Career Development: You'll find constant opportunities to tackle new roles and grow with Cloudreach, as well as training, mentoring, and continuous feedback to boost your expertise and give you career-enhancing skills. Expand your mind through our excellent learning platforms (A Cloud Guru, Udemy, Atos University) as well as access to our Cloud-partner trainings, to become a fully-fledged Cloudreacher before you know it.
• 
  High Impact: We want you to make a personal impact: delivering results that help grow the business and make a difference to our customers, your colleagues, and your community. Job happiness at its best.
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  Culture & Engagement: We have a dynamic and inclusive working environment built for collaboration, flexibility, openness – and fun, with managers and team members who listen, engage, and empower your actions. We focus on being ‘culture add not culture fit’ where everyone can bring their whole authentic selves to work
• 
  Recharging your batteries: When you need time to recharge, our uncapped holiday allowance will do the trick. We also help take care of your mind and body through our health and wellness programmes, and sustain you throughout the day from our well-stocked office kitchens.
• 
  Connecting you: Whether it’s in our Pets slack channels, on Team socials or as part of a wider Hub event we bring everyone together to bond. Wherever, whenever and however - People are at the heart of everything we do.

We strive to remove barriers, eliminate discrimination, and ensure equal opportunity through our transparent recruitment process. We are open to all groups of people without regard to age, disability, marital status, gender identity, race, colour, sexual orientation, religion, military status, veteran status, or any other legally protected characteristic.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. If you would like to request accommodation, or have any questions, please contact
talent-acquisition@cloudreach.com

• Your dedicated TA Partner will be happy to assist you.