Resource Management Team Lead

Job Title: Resource Management Team Lead

Department: Professional Services

Location: Office based – Brighton

Employment Type: Full-Time

The Resource Management Team is central to the company's operational efficiency. It is the authority on the dispatch and scheduling of Trident's technical resources. Using ticket management and scheduling software, the team ensures resources are allocated effectively and in accordance with company policy.

This role blends front-line operational activity with team leadership, process improvement, and reporting responsibilities. It combines hands-on scheduling, creative problem-solving, and strategic oversight to continuously enhance the team’s capabilities and service delivery.

Day-to-Day Responsibilities (All Team Members):

• Manage tickets and schedule client work, ensuring timely allocation of resources.
• Ensure all necessary information is captured in tickets for engineers or consultants to complete work efficiently.
• Maintain proactive, professional, and timely communication with clients regarding scheduling, confirmations, or changes, with guidance and review from the Team Lead as needed.
• Ensure clients receive a consistent, reliable, and client-focused service.
• Escalate complex issues when needed.
• Monitor white space in schedules and fill gaps to maximise resource efficiency.
• Chase outstanding work, approvals, and client confirmations.
• Maintain accurate records in ticketing systems, mailboxes, and Teams communications.
• Review and follow all processes that generate information about required bookings, ensuring tasks are completed on time.
• Enhance departmental processes, update procedures, and improve overall team delivery.

Additional RMT Team Lead Responsibilities

• Oversee and guide the team in scheduling, resource allocation, and daily ticket management.
• Ensure workloads are balanced and manage quiet periods to focus on process improvement and departmental capability enhancement.
• Identify and implement opportunities to streamline operations and improve efficiency.
• Review and advise on client communications to ensure alignment with operational priorities and quality standards.
• Identify required operational metrics and deliver reports to the Technical Manager and COO.
• Arrange and lead departmental meetings with the Technical Manager and COO to review performance, workload, and process improvements.
• Provide support, advice, and mentorship to team members for problem-solving, process adherence, and professional development.
• Act as the go-to location for resource management tasks, ensuring swift completion while maintaining operational oversight.
• Review work completed by the team to ensure standards are met and identify opportunities for coaching and development

Experience & Skills Required

Experience:

• Proven experience in scheduling, operations, or service delivery coordination.
• Experience in client-facing roles or managing operational workflows.

Skills:

• Organisational Skills: Ability to manage multiple tasks, priorities, and deadlines.
• Problem-Solving: Creative solutions to maximise resources and improve processes.
• Communication: Clear and professional verbal and written communication with clients and internal teams.
• Analytical: Ability to interpret metrics and performance data to inform decisions.
• Customer Focus: Commitment to delivering a positive client experience.

Additional Requirements:

• Proficiency in scheduling software and ticket management systems.
• Strong attention to detail and process adherence.

Success in This Role

A successful RMT Team Lead ensures:

• Smooth day-to-day scheduling and resource allocation.
• Balanced workloads and effective use of quiet periods to improve departmental processes.
• High-quality client communications and a consistently positive service experience.
• Timely and actionable reporting to the Technical Manager and COO.
• Continuous enhancement of departmental efficiency and capabilities.
• Positive feedback from clients and employees on the team’s capability and the essential nature of its outcomes.

Trident list of benefits:

• Up to 32 days holiday per year plus bank holidays (25 days annual leave per annum - increased one day for every year of service up to 32 days bank holidays).
• Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family.
• ‘Cycle to Work’ scheme.
• Access to vendor pricing for personal IT hardware and software purchases.
• Access to Microsoft Workplace Discount Program – Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions.
• “Smart casual” dress code with dress down Friday raising money for the local charities.
• Regular social and team-building events.
• ‘Refer a friend’ recruitment bonus scheme.

We are excited to have the right person join our dynamic team and to be part of our thriving MSP environment.