Technology Team Leader
BBC Wales’ Technology department delivers and supports the technical requirements of programme makers located at all our studio locations across the country. This includes maintenance support, communications, project delivery and technical innovation. The role, referred to locally as Broadcast Technology Service Desk Manager, will provide a centre of excellence for Broadcast Technology knowledge and expertise and provide expert advice and guidance on all Technology related issues to serve business needs.
The team is based in Cardiff, but provides support for BBC Wales staff working in Wales and beyond.
The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC for different reasons and they will be given priority consideration ahead of other applicants. Priority consideration means for those employees seeking redeployment their application will be considered alongside anyone else at risk of redundancy, prior to any individuals being considered who are not at risk.
Working as part of team, to provide a single point of contact for all of BBC Wales’ broadcast related inquiries, rostering, as well as support for the Technology management team. The post-holder will be the primary point of contact for support issues, logging incidents within the incident management system, escalating customer complaints, ensuring that resource schedules are kept up to date, undertake purchasing for support and project teams, and helping to make broadcast circuit bookings.
Key responsibilities are:
To continually develop processes relating to Incident and Service Management.
Identifying training requirements for the Service Desk team and reporting back to management.
Measure external suppliers and providers of repair services to ensure the required levels of performance are obtained, seeking performance improvements where required.
Maximise efficiency and empowerment of the team.
Ensure adequate team coverage and planning for any capacity issues including the flowing of calls / issues to cover periods of absence / holiday.
Identify trends in helpdesk calls and where appropriate perform root cause analysis.
Are you the right candidate?
The ideal candidate will be ITIL qualified, have significant experience of managing a team in a technology-orientated environment, and have demonstrable experience of producing management
reports and statistics. You’ll have significant experience in customer service management – including responding to escalations, information requests, and access. You’ll be adept at using results of customer satisfaction measurements to improve services and have a track record of successful relationships with customers. You’ll have demonstrable experience of regularly managing multiple, conflicting priorities within a technology-orientated environment.
For this role / Ar gyfer y swydd yma:
Welsh language skills are not necessary / Nid yw sgiliau yn yr iaith Gymraeg yn angenrheidiol
Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English. / Mae modd cyflwyno ceisiadau yn Gymraeg, ac ni fydd cais a gyflwynir yn Gymraeg yn cael ei drin yn llai ffafriol na chais a gyflwynir yn Saesneg.
We’re happy to discuss flexible working. Please indicate your choice under the flexible working question in the application. There is no obligation to raise this at the application stage but if you wish to do so, you are welcome to. Flexible working will be part of the discussion at offer stage.
- Excellent career progression – the BBC offers great opportunities for employees to seek new challenges and work in different areas of the organisation.
- Unrivalled training and development opportunities – our in-house Academy hosts a wide range of internal and external courses and certification.
- Benefits - We offer a competitive salary package, a flexible 35-hour working week for work-life balance and 25 days holiday with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care, gym and much more.
Fixed Term Contract - Ending 31/05/2020
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