Service Desk Operations Lead

7 days ago


Birmingham, Birmingham, United Kingdom N Consulting Limited Full time

We are seeking an experienced Service Desk Team Leader to join our N Consulting Limited team in Birmingham, UK. The successful candidate will have 5-7 years' experience in a customer-facing technology position, with a proven track record of leading high-performing teams. A competitive salary package is available for this permanent position, with a base salary estimated at £45,000 - £60,000 per annum, depending on experience.

Key Responsibilities:

  • Supervise and motivate a team of Support Analysts to deliver exceptional service to customers
  • Monitor call volume and forecast demand to ensure service level agreements are met
  • Collaborate with the Service Desk Manager to identify areas for improvement and implement process changes
  • Evaluate and prioritize incidents received from the IS Support Centers
  • Prepare ad-hoc reports as needed to support business decisions

Requirements:

  • 5-7 years' experience in a structured customer service technology position
  • Proven leadership skills, with experience managing high-performing teams
  • Excellent communication and interpersonal skills, with ability to work effectively with stakeholders at all levels
  • Strong analytical and problem-solving skills, with ability to prioritize tasks and manage multiple projects


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