Head of Support Services

Head of Support Services

About the Company
My client is a well-regarded technology provider in the retail sector. They are on the lookout for a Head of Support Services to lead their Helpdesk operations. If you have a wealth of experience in customer service, a technical background, and a knack for building strong relationships, this could be your next role.

Role Overview

• Build and maintain solid relationships with customers and key stakeholders to ensure exceptional service delivery.
• Lead the UK support team, overseeing both Level 1 and Level 2 Helpdesk operations. Leverage your 10+ years of service and support experience to manage and improve processes.
• Create and document efficient operating procedures to ensure consistent team adherence and optimize the use of service management tools.
• Monitor and manage Service Level Agreements (SLAs), ensuring the team has the right resources to meet or exceed customer expectations, including on-call support when needed.
• Act as the primary point of escalation for operational issues, working collaboratively with various departments and offshore Level 3 support to ensure smooth service.
• Focus on root cause analysis to address recurring issues, aiming to improve customer satisfaction and reduce unnecessary effort.
• Compile reports on Helpdesk performance, providing insights and recommendations to improve service quality.
• Foster knowledge sharing within the team to improve first-time fix rates and reduce resolution times.
• Lead quarterly service review meetings with clients to ensure satisfaction and alignment with SLAs.

Key Skills and Experience

• Strong background in IT service management with significant experience leading a Service Desk or similar support function within the retail or quick-service restaurant industry.
• Excellent communication skills, with a proven ability to build and maintain relationships at various levels.
• Ability to understand, question, and resolve technical issues.
• Experience in delivering services according to contractual SLAs.
• Proven ability to scale support teams by adding talent and expertise to support business growth.
• Strong organizational skills, able to focus on both high-level strategy and detailed operations.
• A positive mindset with the flexibility to adapt to changing circumstances and solve problems.
• Commercial awareness to drive business success.

Benefits

• Competitive salary with performance bonuses.
• Comprehensive benefits package, including health insurance and retirement plans.
• Opportunities for career growth and professional development.
• Flexible working arrangements and remote work options.
• An inclusive and supportive work culture.

If you would like to know more regarding the role please call and ask for James Brocklehurst.

Established in Didsbury, Connexa Technology Ltd is becoming one of the UK's fastest growing IT and Technology recruitment companies.

People. Technology. Connected.

Connexa Technology is acting as an Employment Agency in relation to this vacancy.