Helpdesk Team Leader

UNDERSTANDING, SERVICE, TRUST
3 Words that Guarantee Results in Recruitment

Helpdesk Team Leader

Reading salary up to £40,000

A Technology company for the future who are rapily expanding and driving forward the most up to date Technology in Digital Signage Audio Visual and IT. The help desk Team leader serves as a lead role to help drive quality efficiency success and resolution to the customersneeds as they oversee a team of representatives engineers and experts As a key functional leader this role is expected to contribute to the overall service direction and stratedgy for the group and is empowered to make sound business decisions relevant to their level of responsibility. The position serves as an escalation point for customer issues and oversees the service suopport team.

Main Duties

· Establish performance measures to ensure Service Levels are met and exceeded.

· Manage ticket queues and maintain 'healthy average ticket age'

· Serve as an escalation point for customer issues, applying resolution steps and delivering successful case closure & client satisfaction.

· Develop the capabilities of the Helpdesk through key skills growth and talent acquisition.

· Establish productive, professional relationships with key personnel in strategic customer accounts.

· Responsible for maintaining and building the level of expertise required to provide industry-leading service as well as maintaining the appropriate levels of training to support our partner accreditations.

· Other duties assigned as needed.

Person Specification

· Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks.

· Proven ability to significantly contribute toward or lead operation initiatives with a results-oriented approach.

· Demonstrated leadership skills in a team-oriented, collaborative environment.

· Exceptional strategic thinking and structured problem-solving skills

· Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization.

· Communicate and interact with internal employees, clients and colleagues in a professional and timely manner.

· Self-starter capable of working independently to ensure deadlines are met.

· Excellent communication and interpersonal skills (both verbal and written)

· Ability to balance multiple tasks with changing priorities.

· Excellent structured problem-solving skills

· Demonstrated time management skills with attention to detail

· First year goals:

ü Become familiar with people, processes, and internal system applications.

ü Ensure that the established performance measures are met and exceeded.

ü Implement a comprehensive training and development program to enhance the skills of the help desk team.

ü Foster a culture of continuous learning and improvement within the team.

ü Identify and address any skill gaps through training initiatives.

ü Work towards enhancing overall customer satisfaction by addressing customer issues promptly and effectively.

ü Establish and strengthen professional relationships with key personnel in strategic customer accounts.

ü Collaborate with clients to understand their evolving needs and align service strategies accordingly.

ü Demonstrate effective leadership by fostering a positive and collaborative team environment.

ü Encourage innovation and initiative within the team to improve processes and efficiency.

ü Contribute to the development and execution of the overall service direction and strategy for the group.

ü Provide valuable insights and recommendations for improving the help desk's efficiency and effectiveness.

Benefits

• Holiday entitlement - 25 days per year plus 8 bank holidays.
• Company's Wellbeing Programme Help@Hand - Remote GP, Mental Health Support, Life and Money support
• Benefits Hub - discount marketplace, Cycle2Work
• Standard pension scheme
• Flexibility with agile working
• Fast-paced growing business
• Opportunities to take on more responsibility and develop in-house with regular training
• Amazing culture and values