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Cantium

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Mobile Support Team Leader

Role Responsibility

The Role

The successful candidate will be responsible for supervising a team of mobile device engineers and managing workflows. They will be responding to requests for support but providing information and enabling incident resolutions and providing advice on the application of policies and procedures to junior colleagues and to share their knowledge within Cantium Business solutions and liaising with our internal and external stakeholders and suppliers to ensure fit for purpose solutions are provided.
 

Key Duties

  • Respond to a wide range of requests for support but providing information to enable complex incident and problem resolution by providing advice to colleagues as necessary across the business
  • Be a leader to the Mobile Support Team by; developing the teams skills, planning and evaluating work for the team to ensure the most effective overall use of resources, keeping the team motivated and communicating effectively with our customers and service providers including documenting incidents, checking progress and ensuring all diagnostic information is provided for error resolution and incident analysis
  • Reviews and assesses individual performance and behaviours through regular one to one meetings and appraisals. Chairs team meetings and creates an environment which encourages individuals to participate and share information and knowledge. Ensures the Skills Matrix is maintained, reviewed and updated accurately and any gaps in knowledge or behaviours are addressed through training or mentoring. Aligns team and individual performance, goals and targets with the Cantium business plan, goals and objectives.
  • Ensure excellent levels of customer service at all times and instilling customer service ethos throughout the team and ensure that procedures and working practises are regularly reviewed and updates and the knowledge base is effectively maintained.

What we need from you

  • Experience working in a customer service environment and proficient in customer service techniques for ensuring that full account is taken of customers real and stated needs in the delivery of IT services
  • Experience working as a team leader or in a senior position providing direction, escalation and managing resources
  • Awareness of specific standards associated with current role for example, service desk procedures, corporate policies and change management
  • Understanding of the ITIL Framework, Service Desk Institute standards and meeting Service Level targets
  • Knowledge of Mobile Phone Operating Systems to undertake routine tasks
  • Proficient as an Administrator using industry standard technology solutions to manage mobile devices such as Intune and Air Watch

What Cantium can offer you

  • Minimum of 33 days holiday (inc. bank holidays)
  • Generous contributory pension scheme.
  • People focused culture with great communication and development opportunities.
  • A wide range of workplace wellbeing services.
  • Electric Car Scheme.
  • Employee shopping discount scheme.

We recognise that work isn't just somewhere you go for a set number of hours. Work is something we do. “Cantium Working” is our vision of the behaviours and attitudes inherent in ‘agile’ working. As a business we are committed to providing a flexible approach to when, where and how our staff work. Cantium working enables you to work in the way which best balances personal and work life – helping you achieve a great work life balance.

Contact Details

For further information please contact careers@csltd.org.uk 

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