Prioritising and managing the workload of the team via the ticketing system and management team.
Reviewing ticket queues and maintaining a detailed understanding of work items.
Monitoring quality of work against agreed performance criteria.
Developing the team through regular coaching and feedback sessions.
Ensuring agreed processes are understood and followed by reporting staff.
Updating all procedural documentation and templates as necessary.
Reviewing CVs and conducting interviews to recruit new staff.
Communicating effectively with stakeholders and managers across the wider business.