1 of 1 Performance Metrics Jobs in Dartford

engineer utilisation of at least 85%. Key Responsibilities Operational Management & SLA Oversight Ensure timely resolution of customer queries and incidents, consistently meeting or exceeding agreed SLAs. Monitor key performance metrics (e.g., first response time, resolution time, customer satisfaction) to drive continuous improvement. Resource & Utilisation Planning Maintain engineer utilisation at or above an average of 85% through accurate … forecasting, dynamic scheduling, load balancing, and capacity planning. Team Leadership & Performance Recruit, train, mentor, and evaluate your team. Provide coaching, performance reviews, and career development paths to build a motivated and effective team. Process Governance & Continuous Improvement Design, document, and optimise service desk processes. Conduct regular assessments (SWOT, gap analysis) to identify and implement improvements. Reporting & Stakeholder Alignment … Produce and present regular performance and utilisation reports to senior leadership. Engage with internal teams to align support delivery with business goals and drive operational improvements. Customer Service Excellence Ensure team delivers timely, clear, courteous, and jargon-free communication. Take ownership of escalated or sensitive cases to maintain customer trust and satisfaction. Tools & Budget Management Oversee service desk tools More ❯