Service Desk Team Leader

This provider of managed IT support, professional IT project delivery and expert IT advice is currently recruiting for an experienced Service Desk Team Leader to be responsible for the day-to-day operations of the Service Desk, the successful candidate will have a strong passion for customer service & a clear vision for managing service requests, incidents & problems.

Key Duties:

- Ensure consistent delivery of excellent customer service, internally & externally
- Adherence to Service Level Agreements
- Offer full support to your team, maintaining knowledge levels
- Manage core & out of hours staff rotas
- Support Account Managers with the escalation & major incident processes
- Act on customer feedback & instigate service improvements plans
- Provide internal & external monthly performance reports to the Customer Operations Director & wider business
- Work to ensure that clear practices & processes exist
- Implement appropriate checks & measures, consistently improving the quality of the support provided
- Responsible for ensuring appropriate training is provided for Service Desk Support staff
- Produce reports to reflect the performance of the service desk

Key Skills/Experience Required:

- Excellent customer service skills
- Tier 3 level support engineer
- Ability to build relationships & communicate at all levels
- Ability to work in a high pressure environment
- Experience of using & configuring service desk systems
- Previous managerial / team leader experience in a Service Desk environment

Get the Recruitment Genius Advantage today. As the UK's largest online recruitment advertising company placing more candidates than anyone else.