Service Desk Team Lead

2 weeks ago

greater manchester england United Kingdom Light & Wonder Full time

Gaming:

Welcome to the world of land-based gaming. At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

We are looking for an experienced Service Desk Team Lead to come and join the team at our Chadderton site. The working pattern is Mon – Fri – 35 hours with some flexibility to work weekends where required.

As Service Desk Team Lead you will be responsible for overseeing the activities of the service desk team to ensure excellent customer service and support is provided. This role involves managing team performance, providing technical support, and collaborating with other departments to enhance customer experience.

Key Responsibilities

  • Supervising the helpdesk team to ensure they deliver excellent customer service and support
  • Providing specific guidance to team members to meet customer needs
  • Creating and managing work processes to boost productivity and communication
  • Providing effective frontline desk assistance to customers for complex enquiries
  • Implementing a central problem management route for handling queries and complaints
  • Mentoring and coaching junior members of the helpdesk team, assigning tasks and evaluating performance
  • Collaborating with business managers to create ideas and strategies to enhance customer experience
  • Reporting all activities and observations to the Head of Delivery and assisting in finding resolutions to outstanding issues
  • Point of contact for escalations from the Helpdesk team

Qualifications

Person Specification:

  • Good understanding of a helpdesk/call centre environment
  • Excellent management and planning skills
  • Strong communication skills – both verbal and written
  • Able to prioritise work to meet project deadlines
  • Able to provide support when needed and build strong working relationships
  • Able to work on own initiative with minimal supervision to deliver high quality work in a timely manner
  • Results driven, with great attention to detail, problem solving and analytical skills
  • Able to prioritize and execute tasks in a high-pressured environment
  • Able to identify problems and communicate them effectively
  • Experience in project planning, tracking, coordinating and reporting
  • Previous team leading experience is preferable

What's in it for you?

  • Competitive salary and performance bonus
  • 8% employer pension contributions
  • 33 days' holiday (inc. Bank Holidays)
  • Paid leave to work on charitable projects
  • Access to Reward Hub, a reward platform offering shopping and lifestyle discounts/cashback
  • Employee Assistance Programme
  • Training, support and career development
  • Cycle to work scheme
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