Service Desk Team Lead

5 days ago

Swindon, United Kingdom Sanderson Full time

Service Desk Team Lead

UK based, fuly remote

£35,000

A Service Desk Team Lead is required for a growing software business in the UK. This is a new position within the business due to continued growth and new customer base.

Leading a small team of 1st line Service Desk Analysts, you will remain hands on whilst having a key focus on continued growth and development of the team. This is a great opportunity for someone looking to take a step up as you will be joining at the startof a very exciting journey.

Service Desk Team Lead Other responsibilities will include:

- Take ownership of escalations from the Service Desk via our online ticketing system and over the phone (P1 only)
- Manage the relationship with the nominated customer contacts to ensure that they receive the best possible service as we resolve their support tickets
- Ensure that all information in relation to the ticket is documented accurately and within support guidelines
- Perform the technical triage for each request to ensure this is passed where required to the best possible escalation resource
- Perform fix where possible and upskill/train Service Desk on resolution
- Manage contact with internal experts for tickets escalated to 2nd line (professional services product experts) or 3rd line (product development team)
- Manage contact with service desk contacts at partner organisations
- Work within agreed service levels
- Adhere to and help improve support processes in order to work in a more efficient manner
- Assist in the documentation of new customer deployments as part of the hand-over to the support desk
- Assist the Dev/Ops team with new customer deployments where require
- Contribute product ideas from learnings gained by managing service issues

Service Desk Team Lead experience required:

- Knowledge & experience of database tools, such as SQL Server
- Excellent communication and customer facing skills
- Ability to work effectively both independently and as part of a team
- A fast learner who can pick up new concepts and technologies quickly
- Strong analytical mind with excellent troubleshooting skills and the ability to offer up alternative solutions to problems

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