Technical Support Team Lead

4 days ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time
Role Overview
Forfusion Ltd is seeking a highly skilled Technical Support Team Lead to join our Managed Services team. As the successful candidate, you will be responsible for supervising and motivating the Service Desk team members on a daily basis, managing support to customers (internal and external) and ensuring service levels are achieved.

In this role, you will have defined authority and responsibility for the management of the Service Desk team, acting as the single point of contact for all team issues and queries including induction, coaching, career development advice, succession planning and having responsibility for interim and year-end performance reviews.

You will contribute to improving the customer experience by actively responding to queries and handling complaints, always following up with customers to identify areas of improvement.

With a minimum of 7 years relevant experience in a support desk engineering or similar technical role, and one to three years of managerial experience, you will be an established practitioner of stakeholder management, with strong relationship management experience and the ability to interact with people at all levels of the business with confidence to influence and negotiate, including with customers.

The estimated salary for this position is £60,000 - £80,000 per annum, depending on experience.
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