Help Desk Team Leader

Job Title: Helpdesk Team Leader
Salary: £40,000 - £45,000

Main Purpose of Role:

The Help Desk Team Leader plays a pivotal role in driving quality, efficiency, and customer satisfaction by overseeing a team of 5 representatives. This position is integral to ensuring timely resolution of customer issues and contributing to the overall service strategy.

Location/Branch: Reading/Hybrid - 5 days a week during probation moving to 2 days per week in office

Position is Responsible for: Serving as an escalation point for customer issues and managing the service support team of 5 people.
Main Duties:

• Establish performance measures to meet and exceed Service Levels.
• Manage ticket queues and maintain a healthy average ticket age.
• Serve as an escalation point for customer issues, ensuring successful case closure and client satisfaction.
• Develop the capabilities of the Helpdesk team through skills growth and talent acquisition.
• Foster productive relationships with key personnel in strategic customer accounts.
• Maintain expertise required for industry-leading service and ensure appropriate training levels for partner accreditations.
  
  Person Specification:
• Ability to direct a team towards strategic objectives and maintain efficient timelines.
• Proven leadership skills in a team-oriented environment.
• Exceptional strategic thinking and problem-solving skills.
• Ability to negotiate conflict and maintain constructive relationships.
• Excellent communication skills, both verbal and written.
• Self-starter capable of meeting deadlines independently.
• Strong time management and attention to detail.
• First year goals include becoming familiar with company processes, exceeding performance measures, implementing training programs, enhancing customer satisfaction, and contributing to overall service strategy.

Qualifications:

• Formal education in Business, Electronics, or related field preferred.
• Preferred external training: Cisco Certifications (CCNA, etc.), AV Certifications (CTS, etc.), other relevant technologies.

Relevant Experience:

• Leadership experience in Helpdesk/Technical Customer Service environment desired.
• Minimum 5 years Helpdesk/Technical Customer Service experience preferred.
• Knowledge of AV Control systems and integrated room peripherals desired.