Business Systems Support Team Leader

Job Category: IT
Reference
Service Northamptonshire County Council
Contract Type Temporary
Duration Initial 3 months
Location Northamptonshire
Job Type Full-time
Start Date ASAP
Hours per week 37
Rate £17.22 per hour

About the job:

Business Systems is a complex and multi-site/customer support and development team, as Team Leader, you will manage the Support team who deal with first line resolution of system issues across all business systems and customers:

-Systems – BACS, CP, Oracle, ERP Gold, ERP NBC ICON, eRecruitment, Tradeshift +

-Customers – CCC, NCC, NBC, MKC, OCS, FFW, NPH +

-Internal Stakeholders – Audit, FOI, Law, IT, Transactions, HR, Procurement, Finance +

-Processes – Incident, Change, Problem Management, FSC, Reconcilliation CAB +

  • Manage the team of Systems Support Officers. Ensure the personal and technical development of the team. Lead, manage, motivate and develop to deliver continuous improvement in the efficiency and effectiveness of the team. Ensure all performance standards for each of the services and statutory and legislative requirements are met.

 

  • Listen to and act upon Systems Support Officers concerns, managing expectations as appropriate, in order to maximise employee satisfaction and retention. Act as a role model around coaching principles within the support team, in order to develop and embed the desired customer service culture of empowerment, ownership and accountability.
  • The TL will have strong Emotional Intelligence and proven people management skills and will be experienced in using different communication skills to effectively manage, motivate, coach and develop a team of System Support Officers.
  • The Team Leader will require previous experience of knowing when and how to show empathy in dealing with difficult or sensitive issues with both customers and System Systems Support Officers. The Team Leader will be responsible for managing disciplinary and poor performance issues of their team.
  • The Team Leader will need to use listening and questioning skills to understand information cascaded to them from the Business Systems & Support Manager, assimilate the information and cascade in an appropriate manner to System Support Officers.
  • They will have the ability to ‘sell’ change, inspire their teams and deliver difficult messages, adapting their communication style to suit the needs of their audience. TLs will be required to communicate and lead by example, demonstrating the behaviours that underpin the desired customer service culture of empowerment, ownership and accountability.
  • The TL will be required to share knowledge with other TLs within LGSS with a view to sharing best practice and ensuring continuous improvement. The TL is responsible for a team of Support Officers within Business Systems and will act as an escalation point for System Systems Support Officer to refer more complex queries.
  • TLs will actively manage the performance and attendance of their team, addressing issues in line with the council’s policy and procedure. TLs will seek to maximise employee satisfaction and engagement through providing development opportunities to their team members, e.g. ad hoc project work, buddying of new team members, leading team briefs, etc in response to individual Systems Support Officers interests, with the aim of maximising employee retention.
  • Responsible for managing the call list including monitoring calls logged via LANdesk and direct to the team inbox. Check the progress log for incidents and change requests raised by the team is kept up to date.
  • Maintain and monitor adherence to a documented delivery schedule for daily, weekly, monthly tasks. Preempting peak demand and low resource periods to adjust staffing levels appropriately.

Customer Service

  • Provide good quality, responsive and consistent support to users of LGSS business systems from second line onwards in relation to incidents, service and change requests. Responsible for ensuring all Support Team activities are completed within agreed timescales and deadlines.
  • Provide the support team with the training and management to resolve as many queries as possible at the first point of contact for the service area that their team represents, providing considered response to all Incidents and Changes within agreed SLAs.
  • To maximise customer satisfaction, embedding and championing the principles of customer focus throughout systems support and in interactions with other staff across LGSS clients and services.

Reporting

  • Prepare performance management reports for Business Systems and senior managers, analysing performance and highlighting issues with potential resolutions.
  • Report against Key performance Indicators (KPIs) for the Business Systems service area, review performance and present results as required.

 

System Development 

  • Contribute to the development of new services, standards and procedures as requested in order to ensure the ongoing development, relevance and timeliness of the service.  Identify service improvements and suggest solutions.
  • As directed by Business Systems Support Manager contribute to one-off projects, this contribution will be within defined boundaries with specific deliverables. Utilise effective communication and a proactive approach to ensure collaborative working with colleagues across Business Systems, and wider LGSS department e.g User Admin, Helpdesk.
  • To drive continuous improvement in service delivery for the relevant service area that their team supports, through encouraging customer-facing staff to share their ideas for improving the service delivered to the customer. Utilising customer satisfaction measurement to address areas for improvement and to demonstrate proven techniques to address deficiencies in service.

ITIL Process

  • Champion effective use of LANDesk within the Business Systems team and support the Business Systems Manager in ensuring the system is optimally configured for day to day use and all required reporting needs e.g. KPI’s and SLA achievement
  • To demonstrate awareness/understanding of equal opportunities and other people’s behavioural, physical, social and welfare needs.
  • Educated to A level OR equivalent by experience.
  • Experience of a customer focused support / technical environment.
  • Computer literacy (Microsoft etc) and experience of ERP system usage.
  • Initiative and ability to plan and organise time and resources to ensure that deadlines and agreed targets are met.
  • Ability to maintain high levels of performance under changing conditions, tasks, responsibilities or people.
  • Ability to maintain high levels of performance under changing conditions, tasks, responsibilities or people.
  • Methodical worker and able to pay attention to detail.
  • Be committed to improving the quality of the service provided by the section as a whole.
  • Excellent customer service skills and a commitment to customer care.
  • Be able to adapt, react and contribute positively to changing circumstances.
  • Develop and maintain constructive and effective working relationships with customers, contractors and colleagues.
  • People management experience, coordinating support staff activities.
  • Local Government experience.
  • Ability to demonstrate awareness/understanding of equal opportunities and other people’s behaviour, physical, social and welfare needs
  • Demonstrable commitment to diversity and equality issues in both service provision and employment practices
  • Holiday entitlement of up to 31 days per annum, pro rata (including bank holidays)
  • Permanent equivalent council pay rates offered after 12 weeks
  • 3% pension contribution from employer
  • Flexible working hours
  • Opus candidates hear about jobs first
  • Opportunity to apply for permanent positions as an ‘internal candidate’
  • Consultants based on site within Angel Square
  • Gain experience to support permanent applications

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Testimonials

“I have dealt with Opus several times when recruiting temporary staff to my team. My requests are dealt with in a professional and friendly manner, and I know that I can approach them with any questions that I may have. Excellent service.”

Emma Williamson, Senior System Support Officer (Cambridgeshire County Council)

“Opus was very helpful in the recruitment process, I was lucky enough to get a placement within the council instantly. The team are incredibly friendly and are always happy to help.”

Jamaal Guthrie, Customer Service Advisor

“I just wanted to say how marvellous the LGSS recruitment team have been. I’ve got quite a few temps/vacant positions needing support and having Opus LGSS’ support has made everything so much easier. I’ve managed to fill one of my posts and I have interviews lined up for the others…”

Kelly Greenhill, Information and Support Team Manager (Northamptonshire County Council)

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Tanya Pascual, Major Infrastructure Programme Manager (Cambridgeshire County Council)

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Andreea Catarov, Business Support Officer

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