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- Tasks: Lead the DaaS service, ensuring top-notch customer communication and service delivery.
- Company: Bytes is a leading IT solutions provider, dedicated to digital transformation for SMEs and corporations.
- Benefits: Enjoy 25 days holiday, hybrid working, on-site gym, and wellness events.
- Why this job: Join a culture of innovation and inclusivity while making a real impact in tech.
- Qualifications: GCSE A-C in English and Maths; IT customer service experience preferred.
- Other info: Be part of a certified Great Place to Work with strong community support.
The predicted salary is between 36000 - 60000 £ per year.
Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £1.8 billion in 2023. At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfill your career goals. We foster a culture of innovation, collaboration, recognition, and inclusivity and offer a wide range of benefits to support staff wellbeing.
Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London, and Manchester:
- 25 days holiday per annum plus bank holidays and Christmas period
- Excellent learning and development opportunities
- Open plan office with collaborative working spaces, on-site gym, outdoor tiki bar, coffee bar, and lunch area
- Company wellbeing and social events
- Sports and social clubs
- Incentive trips
- Employee Assistance Programme
- Discounted private healthcare
- EV scheme and Ride to Work scheme
- Winners of an array of industry awards
- Great Place to Work Certified
- Sunday Times Top 100 Best Places to Work
- Supporters of 85+ charities with strong commitment to diversity and sustainability
POSITION DETAILS:
Position Title: DaaS Service Lead
Reports to: Services Platform & Data Manager
Team: Services Support
Department: Service Delivery
PURPOSE OF JOB:
The purpose of the DaaS Service Lead role is to facilitate clear communication channels between key stakeholders within the Bytes Services team. You will be instrumental in the delivery of the end-to-end DaaS service and be the key contact for any issues that may arise. Delivering excellent customer service through continuous improvement that gives customer confidence; You will do this by understanding customer’s needs, delivering technical excellence, and ensuring communication is concise and responsive.
KEY RESPONSIBILITIES:
- Managing the workload of the service and escalating to senior Managers when necessary.
- Managing and reporting on the SLAs for the department.
- Managing the end-to-end processes ensuring the end users receive the highest level of service.
- Manage the communication between external Partners and Bytes.
- Process and facilitate the DoA and Warranty requests.
- Enable the team to process Joiners, Movers, and Leavers for the BMW/DaaS users.
- Assist in improving the processes in place for the BMW/DaaS solution.
- Triaging of Tickets from 1st line to appropriate support queues.
WIDER TEAM NETWORK:
Internal: PMO, Sales, Microsoft Specialists, Service Delivery Managers.
External: Customer Stakeholders and Vendors.
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications: GCSE A-C in English and Mathematics
DESIRABLE:
Professional Qualifications: Experience working in an IT customer service-based environment.
DaaS Service Lead employer: Bytes Software Services
Contact Detail:
Bytes Software Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land DaaS Service Lead
✨Tip Number 1
Familiarise yourself with the DaaS (Device as a Service) model and its benefits. Understanding how DaaS can enhance customer experience will help you articulate your insights during discussions with the hiring team.
✨Tip Number 2
Network with current employees or industry professionals who have experience in service delivery roles. They can provide valuable insights into the company culture at Bytes and what they look for in a DaaS Service Lead.
✨Tip Number 3
Prepare to discuss specific examples of how you've managed communication between stakeholders in previous roles. Highlighting your ability to facilitate clear communication will demonstrate your fit for the role.
✨Tip Number 4
Stay updated on the latest trends in IT service management and customer service excellence. Being knowledgeable about current best practices will show your commitment to continuous improvement, which is key for this position.
We think you need these skills to ace DaaS Service Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the DaaS Service Lead position at Bytes. Understand the key responsibilities and qualifications required, as this will help you tailor your application.
Tailor Your CV: Customise your CV to highlight relevant experience in IT customer service and any skills that align with the responsibilities of the role. Use specific examples to demonstrate your ability to manage workloads and improve processes.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of Bytes' culture and values. Emphasise your commitment to excellent customer service and continuous improvement, and explain how your background makes you a great fit for the DaaS Service Lead role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at Bytes Software Services
✨Understand the DaaS Landscape
Familiarise yourself with Desktop as a Service (DaaS) concepts and how they apply to Bytes' offerings. Be prepared to discuss how you can enhance customer service and streamline processes in this area.
✨Showcase Your Communication Skills
As a DaaS Service Lead, clear communication is key. Prepare examples of how you've effectively communicated with stakeholders in previous roles, especially in resolving issues or managing expectations.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've triaged tickets or managed workloads under pressure. Highlight your approach to problem-solving and how it led to improved service delivery.
✨Align with Bytes' Culture
Research Bytes' commitment to innovation, collaboration, and inclusivity. Think about how your values align with theirs and be prepared to share how you can contribute to their positive workplace culture.
