Expiry Date: 16:00, 26 February 2021

Salary: £51,252.00 - £57,688.00 Per Annum

Benefits: Free rail or Metrolink travel to/from work within Greater Manchester and free bus travel within Greater Manchester.

Transport for Greater Manchester (TfGM) are seeking a Lead Support Engineer who will be responsible for the Serviceline team, TfGM's IS Service Desk. In this role you will lead and grow the existing team to help them maintain a high performance, as well as provide mentoring in career progression to your team members. You will also proactively own the end-to-end request and problem resolution processes, providing outstanding customer service to your TfGM colleagues with IS related requests.

Transport for Greater Manchester oversees transport in Greater Manchester, delivering and improving transport services, facilities and information to make travel easier for everyone. We deliver high-profile, large-scale transport projects, and it’s our experts who provide the information and analysis to shape transport strategy. This is a busy and exciting time for us: under the devolution agreement and with Greater Manchester at the heart of the Northern Powerhouse, transport will play a vital role in supporting growth and prosperity in the UK’s largest regional economy outside London.

As this next step in your career, you will accept the challenge of growing your team, promoting and leading shift-left initiatives that require continuous improvement and upskilling of your team members, enabling and empowering their career progression. Your passion for customer satisfaction will only be surpassed by your passion for team growth and improvement, with a laser-like focus on the professional growth of the members within your team. You'll successfully apply both passions to bring the Serviceline practice to new levels of performance, helping TfGM achieve our objectives on the following years.

As part of shift left initiatives to improve our customer service, you’ll manage internal projects to further develop our customer service capabilities and keep our systems in perfect condition. You’ll also lead your team in helping our IS Delivery practise to implement our bigger transformation projects, where they require technical resources, and will provide support to other IS Operational practices as the situation requires.

Reporting to the Head of IS Operations, you will have experience of managing a service desk function to demonstrable levels of quality and customer satisfaction, well versed in ITIL and able to act as subject matter expert on the Service Management ITIL functions related to your role. You'll have outstanding organisational skills with experience of managing a team of dedicated professionals effectively, as well as being able to interact successfully with a number of stakeholders across the business to help facilitate and solve their IS challenges.

Leading the customer-facing side of the whole IS department, you'll be able to communicate effectively across the whole organisation, defining and evolving the processes to follow by your team to improve customer satisfaction across TfGM, and applying your experienced judgement when situations arise that require thinking out of the box to keep our customer focus. You'll be able to quickly escalate situations that require other IS Operations practices help to support you in achieving operational and service excellence, owning all requests until satisfactory resolution.

The salary range for this role is £51,252 to £57,688 per annum. Salary on appointment within the salary range will be dependent upon your skills and experience.

In return, as well as a competitive salary, we also offer a range of fantastic benefits, such as:

• Free Rail or Metrolink travel to and from work within the Greater Manchester boundary
• Free bus travel within Greater Manchester
• 27 days holiday per annum
• Access to the local government pension scheme

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process.

We welcome and encourage applications from everyone regardless of age, disability, gender, ethnicity, religion and sexual orientation. We are actively building a diverse workforce and want to create an inclusive environment as we recognise the importance of our workforce reflecting the communities we serve.

If you have the skills and experience required for this exciting role, we would like to hear from you!

For more information and to apply, please visit https://tfgm.com/careers