Service Desk Team Leader

6 days ago

Southampton, United Kingdom Circle Cloud Communications Ltd Full time

**At circle.cloud, we believe every business should be taking advantage of modern communications technology.**

**We develop the most advanced voice and video communication systems built on a state of the art network infrastructure, and we market our solution with an extremely efficient and tenacious salesforce.**

To support our growth, we have an immediate requirement for a Service Desk Supervisor who will supervise the day to day operations and provide first-line support for all customer enquiries and technical support.

You will need to have excellent communication and management skills as you will be working closely with various departments which is why having a full understanding of the product, and how the product and service is delivered to the customer is important. You will identify, research and resolve complex technical problems and ensure service levels are maintained.

**About the role**
- Performance management of the day-to-day operations of the Technical Support Team
- Coordinate Support desk workloads
- People management, including absence management
- Providing daily helpdesk support to customers of various systems issues including answering questions, analysing problems, and quickly forming solutions to return systems to proper operation
- Act as a mentor and provide oversight, coaching, and training to technical support staff
- Be the point of contact for all technical escalations
- Working to SLA’s to ensure all problems are resolved
- Ensuring all open cases are updated with relevant information and customers are regularly updated
- Responsible for giving a first-class service
- Suggesting innovations and process improvements

**Benefits**:

- Love2Shop bonuses every month for Service Agent and Employee of the Month/Year
- Bonuses, recognition and prizes for hard work including different incentives for hitting KPIs
- Generous annual leave package, plus your birthday off every year
- Progression opportunities within the company
- Company-wide events, payday socials and trips
- Monday to Friday - no weekends
- Dress down every Friday
- Refer a friend scheme
- Techscheme and Cycle to Work Scheme
- Training and Incentive Budget per employee
- Brand new office in Central Southampton
- Free Breakfast bar

**Requirements**:

- Support/Helpdesk experience required
- 2 Years of Telecommunications experience
- 2 Years of Customer Service experience
- Passionate about the customer experience, and providing the best service possible
- Ability to work well under pressure
- Affinity for technology and innovation

**Salary - £24,000 - £30,000 DOE**

**Salary**: £24,000.00-£30,000.00 per year

Schedule:

- Monday to Friday

**Experience**:

- Telecommunication: 2 years (preferred)
- Customer Service: 2 years (preferred)

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