Service Desk Team Lead

2 weeks ago


Bracknell, Bracknell Forest, United Kingdom Connect44 group Full time
Job Overview
We are seeking an experienced Service Desk Team Lead to join our team in Bracknell. In this permanent position, you will be responsible for managing a team of Service Desk personnel, processing Site Access Permit requests and participating in shift kick-off and closing/handover calls.

About the Role
The successful candidate will have a strong background in team management and customer service. You will be required to proactively assign tasks and tickets to personnel based on priorities and lead customer escalations regarding challenging site access requests. Additionally, you will support Automation initiatives to improve operational efficiency and report on relevant SLAs and KPIs.

What We Offer
This role offers a permanent position with a competitive salary, 1 day a week Apprenticeship Course (Level 3 Management) and opportunities for career growth. Our company is based in Bracknell and we offer a dynamic work environment that values teamwork and innovation.

Key Responsibilities
Manage a team of Service Desk personnel responsible for processing Site Access Permit requests Participate in shift kick-off and closing/handover calls Ensure targets and tasks are understood Proactively assign tasks and tickets to personnel based on priorities Lead customer escalations and Landlord communications Support Automation initiatives to improve operational efficiency Report on relevant SLAs and KPIs Manage jeopardy tickets and ensure they are processed before breaching SLA

Salary Information
The estimated salary for this role is £35,000 - £45,000 per annum, depending on experience. This figure takes into account the location of the job in Bracknell and the level of responsibility involved.

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