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Service Desk Team Lead

2 months ago

Telford, Telford and Wrekin, United Kingdom Nasstar Full time

About Nasstar

Nasstar is a leading provider of transformative technology solutions, specializing in managed services that deliver cloud optimization, application modernization, networking, and self-serve tools. Our consultative approach helps clients succeed in today's business landscape.

We're a talented team of technical specialists, marketing consultants, and strategic sales heads working together to deliver greater flexibility and improved efficiencies to our clients.

About the Role

  • The Customer Operations Team Lead provides leadership and direction to their team members, ensuring a 1st-class service to our customers. This is a hands-on role, leading by example to achieve all expected deliverables.
  • You'll work closely with your aligned Customer Operations Manager to provide direct feedback on team performance, highlighting areas for operational improvement and identifying gaps in process.
  • You're responsible for onboarding and developing team members effectively, giving them and the team the chance to succeed.
  • You'll assist with Jeopardy management through escalation and ticket reviews, ensuring tickets progress effectively or are escalated in a timely fashion where needed.
  • Review ticket trends to identify problems and raise relevant problem tasks to reduce re-occurrence of common issues. Plan and implement changes to a high standard, reducing risk and impact for our customers.

Responsibilities

  • Deliverable 1: Build a high-performing technical team that's always looking to improve and develop.
  • Deliverable 2: Create a positive culture in your team based on professionalism, pride, and excellent service delivery and customer service.
  • Deliverable 3: Support team members in prioritizing incidents and general workload.
  • Deliverable 4: Act as an escalation point and decision-maker for service-related issues, identifying bottlenecks and working with your manager to build and implement service improvement plans.

Requirements

  • Solid background in Service Desk support.
  • Experience working in a busy IT Service Desk environment in a technical customer-facing role.
  • Experience working with and adhering to procedures.
  • Experience supporting end-users across various locations.
  • Experience of ITSM systems and automating Service Desk processes.

What We Offer

We recognize the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programs available, the opportunities for growth are endless.

Equal Opportunities

We strive to create an environment where diversity is celebrated, and every employee feels a sense of belonging. By embracing diversity, practicing inclusion, and striving for equity, we aim to be a leader in our industry and a model for organizations worldwide.