TechBar Supervisor

Here at Deliveroo we thrive on delivery, after all, it is at the core of our business. Service delivery is no exception. That's why we are changing the way service delivery works. Our focus will always be the customer but we want to go beyond that and create an experience from the smallest problems. We are creating a TechBar team that will be critical in improving the overall impact we have on the business. Yes, there still will be tickets but with each ticket comes a new opportunity for development and continuous improvement.

We want you to bring your knowledge and experience to help shape what the TechBar should look like and how it should operate. As we continue to grow we will expose you to the latest technologies as we strive for automation of the boring, leaving interesting challenges to be solved. We have no legacy tech meaning the tech we get is only going to get better and we aren't fixing Windows 95 problems. We are investing in our tech and working with some bleeding-edge tools across RPA and service delivery.

What you'll get:

• Working with and implementing modern technology
• Excellent benefits package, including equity in Deliveroo. We want all employees to be invested in the success of Deliveroo, so it's only fair we give all employees the opportunity to own a part of the business.
• Monthly lunch allowance on the 2nd Friday of each month
• Free Deliveroo plus, with benefits such as free delivery on all orders
• Twice yearly performance review to ensure your career is on the right track and enable progression opportunities. Yearly pay reviews to ensure you're compensated accordingly.
• Company bonus scheme
• Flexible cost benefits such as healthcare, cycle to work

What skills are we looking for?:

• We're customer obsessed, that includes our internal customers. You should love customer service as much as we do, going the extra mile is sometimes necessary for outstanding delivery.
• Able to work well under pressure and support colleagues who may have tight deadlines and just need a solution to their problem, quickly.
• Passionate about technology, it's our technology that connects us and enables us to give the customer exactly what they need.
• You will have a strong knowledge of supporting Google Workspace (G Suite) and experience with MacOS and Windows 10 as well as supporting technologies, such as JAMF and Intune.
• Experience working in a technical support environment within a growing tech company would be really useful for us, as we want you to bring your knowledge of good service delivery.
• You should be able to take the lead on projects where your skills are most suited to the task at hand, you will also have no problem guiding others around you and sharing your knowledge.
• As a company that thrives through collaboration if you have experience mentoring, training, or creating knowledge amongst your team we would love you to be part of our journey raising the standard of service delivery the same way we raised the standard of high quality food delivery.

What You'll Be Doing:

• Ensure the highest levels of customer experience in a collaborative environment with a keen focus on helping people resolve issues and problems as the face of ET Operations.
• You will support colleagues who walk up to the TechBar needing support. This could be anything from a password reset to a new machine. Each case will be different, as will the people who approach. You should be able to tailor your approach depending on the person and the situation.
• You will be excellent at prioritising work, and being able to communicate priorities to colleagues, when there is something more pressing to be resolved.
• Ensure all walkups are logged in the ITSM tool and reporting on usage and performance of the TechBar, proactively highlighting areas of concern, and improvement.
• Work with Service Desk Team Lead, ensuring the TechBar is suitably staffed at all times 7am - 7pm, Monday to Friday.
• Task manage colleagues working on the TechBar on a day to day basis, helping them prioritise and ensure all colleague interactions are of the highest standard.
• Troubleshoot, or escalate issues as appropriate, in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved.
• You will share our passion for improvement, always looking for opportunities to improve and highlighting them to the team and management.
• You will support growing the TechBar team in line with usage and demand. We may also need your knowledge and expertise to help implement TechBars in other locations, depending on company growth.

We're interested in exposure or expertise in any of the following:

• Google Workspace (G Suite)
• Apple products
• Windows 10
• Chromebooks
• ZenDesk / ServiceNow / Data Studio
• Team Leadership/task management
• Jamf/InTune / Git
• Slack
• Android
• Aws
• Networking
• Identity and Access Management
• Python or any other programming language