Service Desk Operations Lead
7 days ago
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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