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Kingston upon Thames, Greater London, United Kingdom HGS Full timeJob DescriptionHGS is seeking a skilled IT professional to handle inbound and outbound technical customer calls for voice, internet, and data installation and connections.As a Technical Support Advocate, you will:Provide voice technical help desk services to new and existing customers for a wide range of technical requests, queries, and/or complaints.Work in...
Technical Support Team Lead
2 months ago
About the Role
The successful candidate will oversee the Service Centre Teams, encompassing the Service Desk and Service Technicians, with a focus on optimizing resource utilization and assisting the team in resolving complex and difficult problems by providing expert advice and technical support for a user base of 2,500 staff. You will lead the team to embed best practices and processes in order to deliver exceptional service to the university through the user experience team structure.
You will ensure that the service adheres to agreed service level agreements with the business while continuously evolving through service improvement initiatives. You will also develop, implement, and maintain policies, procedures, and associated training plans for the Service Centre technical, administrative, and support functions.
About the Team
As Service Centre Manager, you will ensure that the Service Desk and Service Technician teams operate efficiently and effectively, providing high-quality support to the university community.
You will be responsible for incident and request resolution, ensuring that established processes and procedures are followed from the Service Centre through to frontline support. You will initiate process improvement and the adoption of standardized models to develop quality management techniques and drive continual service improvement within IT Services, contributing to performance improvement initiatives.
You will also provide leadership and develop a customer-centric culture within the team, as they represent the primary point of contact for all customers accessing IT Services. You will provide training to new recruits, scrutinize existing processes, write reports, develop work schedules, and delegate tasks.
About Kingston University
Kingston University is a leading institution in digital technology, providing and supporting digital services and facilities for students and staff to enable learning, teaching, research, and administration. Our key functions are to innovate, implement, and support an extensive range of digital services across the university to facilitate access and processing of information, enabling our community to achieve their goals.
In addition to making a valuable contribution to sustainability across the university, our staff share a high customer service ethic and commitment to continuous improvement.
