Helpdesk Team Lead

This is a hybrid role with 60% being office based, potential for limited travel to customer sites.

Key Responsibilities:

- Your responsibilities include but are not exclusive to:

- Ensure a first-class service to our customers
- Motivation and leadership of the Analysts within assigned section, promoting hard work, “no blame” attitude and a positive message
- Management of team rotas, holidays, case load, case progression, case management, customer expectations and escalations
- Use and develop reporting to ensure services are managed to the correct standards
- Assisting on calls and tickets as required
- Take care of your direct reports:

- Perform regular 1-2-1 sessions to ensure well-being and career progression
- Facilitate training, development and innovation activities for Analysts within team
- Perform reviews with Analysts to ensure standards are maintained and improved
- Manage and act upon customer satisfaction surveys and other feedback
- Provide 1st level of escalation support for customers or direct reports
- Work as part of Helpdesk management team
- Participate on team performance reporting with other Helpdesk Leads
- Provide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and “can do” attitude
- Identify and lead on tangible continuous improvement and “shift-left” activities to better serve our customers

Key Requirements:
**Essential**
- Good IT skills with demonstrable experience in a similar IT support role
- Experience of people-management in a technical IT services environment
- Ability to work under pressure in a fast-paced environment
- Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
- Consistently produce high quality and detailed documentation and reports
- Experience of providing service metrics and working to SLAs and KPIs
- Customer service focused
- Confident leader, with the natural ability to motivate and lead a team
- Decision maker under pressure
- Understands priority and urgency of customers business requirements
- Business/commercial awareness
- IT culture awareness, understanding the requirements of GDPR
- Forward thinking/proactive nature
- Multi-tasker

**Desirable**
- Knowledge and experience of Microsoft SQL Server
- Knowledge of Crystal Reports
- Knowledge of Sage Accounting Solutions
- Knowledge of ERP or business IT systems
- Appreciation for all products and services in the inspHire offering
- ITIL Qualified

Company Info

inspHire is a business within the Kerridge Commercial Systems Group (KCS) and boasts global recognition as a specialist software provider; delivering fully integrated trading and business management solutions to companies in the rental industry - wherever they are in the world.

With a unique depth of knowledge and experience in the rental industry, inspHire has a wide range of clients who rent, sell and service construction equipment and audio-visual and event products.

Our pedigree has helped us develop state-of-the-art solutions, including two cloud subscription products, OnRent and Current RMS, which take our customers into a new era of flexible, scalable and readily available trading - wherever and however they work.

Equal Opportunities

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.
- To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes._