Overview
People. Passion. Pride. This is what has driven our teams since 1833.
Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 290 locations in 65 countries, across 6 continents.
But at the heart of our business is our people.

Role Purpose
The role holder will be responsible for team leading a group of Service Desk analysts, ensuring incident and requests are logged, tracked, resolved and measured within the given SLA's, whilst ensuring adherence to ITIL processes. The Team Leader will have responsibilities around Major incident management and timely resolution 24* 7.
This role is based in Islamabad, Pakistan so all applicants must be within commutable distance of the office.

What you will be doing

• Allocation of work and queues
• Collating and executing training plans.
• Skills gap matrix administration and training.
• Deal with customer escalation and complaints in a timely manner.
• SMART objective setting for staff.
• Complete regular 1:1 meeting with direct reports.
• Host regular team meetings.
• Process governance and adherence to process.
• Continual service improvement covering people, process and tool sets.
• SLA monitoring and management
• Quality monitoring and governance to achieve Service Excellence
• Talent matrix and management for direct reports
• Ensuring set targets and objective are measured and reported.
• Communication with local and global teams
• Participate in Service Review meetings.
• End to end management of any major incident through to resolution, identifying trends and continuous service improvement.

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information.

Safety, Security, Well Being and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.
Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for

• Proven 5 years' experience in a similar role.
• Strong people management and coaching skills for staff to lead the team effectively. Ability to measure staff against people standard and agent metrics.
• Good quality data analysis skills, the ability to analyse data to measure and shape the team against SLA.
• Excellent written and verbal communication skills
• Can work under pressure in an ever-changing landscape which requires a flexible resourcing model requiring global travel at short notice.
• Detailed knowledge of agent adherence and performance management.

Diversity
Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.
Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions
Is this role ticking all the boxes for you? If so, please click apply now!
Need more detail? Feel free to contact shambhavi.sale@menziesaviation.com for further information.