Managing a busy team of Support Engineers with varying degrees of skill and experience.
Prioritising, triaging, assigning and tracking of work requests.
Routing requests to the correct or most appropriate team either within MIS or the wider business when appropriate.
Ensuring the quality of customer interaction and code through QA and regular catch ups.
Ensuring the correct governance is applied to all work items.
Liaising with the wider business, ensuring customers receive regular communication.
Improving work practices and procedures ensuring documentation is produced when required.
Formalising support structures, methodologies, escalation, time boxing, internal and external communication.
Taking responsibility for mentoring, appraising, coaching and development of team members, ensuring that they are exposed to best practices.
Attending regular meetings with MIS management to apprise of workload, as well as escalations when required.