Technical Support Lead Specialist
3 weeks ago
Job Summary:
We are seeking a seasoned Service Desk Operations Director to join our team at L&G Recruitment. As a key member of our operations team, you will play a critical role in driving the success of our Service Desk team.
About the Position:
The Service Desk Operations Director will oversee the day-to-day activities of the Service Desk team, ensuring that all incidents and service requests are resolved in a timely and efficient manner. This role requires a strong leader with excellent communication and problem-solving skills.
Key Responsibilities:
- Team Leadership: Supervise and manage a team of customer service professionals with 5-7 years of experience in customer service technology, including lead experience.
- Performance Management: Conduct annual and semi-annual performance evaluations for Support Analysts, providing guidance and feedback for improvement.
- Incident Resolution: Oversee the Service Desk team's performance, ensuring timely resolution of Incidents and Service Requests.
- Quality Control: Monitor and prioritize Incidents, ensuring SLAs are met, quality is maintained, and escalations are handled appropriately.
Requirements:
- 5-7 years of experience in customer service technology, including lead experience.
- Strong communication, problem-solving, and organizational skills to manage multiple tasks in high-pressure situations.
- Bachelor's degree in a related field or equivalent experience.
Salary: $90,000 - $120,000 per annum, depending on experience and qualifications.
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