Service Desk Team Leader

Company Description

We're a continually growing, innovative and multi-award-winning wholesaler and distributor of communications, cloud, billing and hardware products and services.

We work in a fast-paced and exciting industry, where we have forged strategic partnerships and relationships with the UK's top telcos, networks, and vendors, including BT, TTB, Vodafone, Virgin Media O2, EE, CityFibre, Sophos, Microsoft and Samsung.

As a Channel-only business, we never sell directly to the end-user. Instead, we serve a market of independent resellers, which we proudly refer to as our partners.

We offer our partners a market-leading and comprehensive product portfolio, intuitive portals and platforms and a passionate team of industry experts.

We make a complex industry as simple as possible for our partners, enabling them with a commercial platform to sell the latest technologies and solutions to the resilient UK SMB market.

We have huge aspirations to challenge our industry and what we do, and we continuously dream big for the future. As a team of over 750 people, we're all immensely proud to work for a rapidly expanding company with an incredible culture that puts our team members and partners at the heart of everything we do.

**Job Description**:

- ** Department**:Support
- ** Salary**:Up to £35,000 p.a.
- ** Location**:Home based

**About the role**

Working as part of a busy and dynamic support department, the role will require you to manage the Union Street Service Desk team supporting our industry leading billing software platforms via our case management platform.

Working within an ITIL framework you will lead the team to ensure that a high level of support is provided to our established client base which includes some of the UK’s largest telecommunications brands.

The Service Desk Manager should be an experienced customer-focused individual who will be responsible for managing and inspiring a team of service desk analysts to deliver an exceptional customer service experience.

You will possess strong people management skills and will be expected to take overall responsibility of the entire Support Queue and Customer Service Portal. You will have proven experience in delivering high levels of customer satisfaction through enforcement of KPIs at both individual and departmental levels.

You will be responsible for ensuring that best practice guidelines are adopted and adhered to by all Support team staff. This will include responsibility for ensuring our ‘Metering and Billing’ guidelines are adhere to and that our accreditation is kept up to date and meets the standards expected of the support department.

You should expect to be given responsibility early on and will be fully supported by an experienced, friendly, and knowledgeable team. You should have an enthusiastic and flexible approach to the role with the ability to work under your own initiative.

This role would suit someone with experience of leading a service desk team or support department in a technical support environment who is looking to progress their career with a successful and growing software business.

**Role responsibilities**

Key responsibilities and accountabilities.
- Responsible for the management of all members of the Service Desk team
- Assume overall responsibility for the support queue, ensuring all areas of the Support Department adhere to our contractual SLAs.
- Ensure adherence to procedures and best practice guidelines across the entire support department with specific attention to Union Streets Total Metering and Billing Systems (TMBS) guidelines.
- Ensure prompt and efficient logging, categorisation, prioritisation and acknowledgement of all new engagements into the support department via eChat, telephone, and our case management platform.
- Focus on resolving a high proportion of cases at first point of contact.
- Take ownership of escalations, acting as escalation point for customers, team members, and internal stakeholders.
- Unify the service desk operation for all Union Streets Software products ensuring a consistent experience for all of our partners.
- Participate in the Continuous Improvement Committee meetings bringing forward suggestions to improve the support operation and service delivery, taking responsibility for improvement actions allocated.
- Identify trends in repeat support cases and raise problems to Problem Management team to proactively reduce avoidable incidents.
- Provide reports and KPI metrics on the status of support on a daily, weekly and monthly basis to the Service Desk Team, Support Management Team and senior stake holders.
- Participate in audit activities related to the Request, Incident and Change Management process.
- Implement adoption of monitoring software to proactively identifying major incidents.
- Contribute towards the maintenance of the company’s internal support documentation and knowledge base.
- Monitor cases to ensure senior staff are informed about issu