Job Ref: 215010006

Date: 2021-10-27 10:13:33

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An exciting opportunity for an experienced process driven Service Desk Team Leader to join a fast-growing software company. This is a new role and therefore a great opportunity to get stuck in and help manage and grow this ever expanding service desk team.  

As the Service Desk Team Leader, you will manage the day-to-day 1st and 2nd Line Support staff. You will be responsible for the motivation and development of the call handling service and resolution within the service desk, ensuring that all calls are responded to within the agreed timescales and that customer experience is of the highest quality. 

Key responsibilities of the Service Desk Team Leader: 

Day to day co-ordination of the First- and Second-Line Service Desk function

Support the Senior Customer Services Manager and help lead in the development of good customer service practices

Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team

Provide self-help and user guides for the ICT Customers to help reduce unnecessary direct contact with the service desk

Maintain individual Personal Development Plans for each member of the Service Desk team

Motivate, encourage, and support the 1st and 2nd Line staff on a daily basis and help form part of a focused and customer driven Service Desk

Key criteria of the Service Desk Team Leader:

Proven experience in a Service Desk role and a proven track record of the supervision of staff

Have a process driven attitude to work and be able to drive compliance successfully through the service

High awareness of Customer Care

Ability to determine correct workload priorities for the First Line Service Desk Team

Ability to coach team members and provide necessary training to improve skill sets

This is a great opportunity for a customer focused, driven individual with the ability to motivate, encourage and support other team members. To apply for the Service Desk Team Leader position, please send your CV to Georgia for consideration

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