Service Desk Team Leader

4 days ago

Birstall, United Kingdom wavenet Full time
Job Description

  • Location:                        Birstall, Manchester or Solihull
  • Contract Type:               Permanent, Full Time

What does a day look like for you here? 

You will provide critical leadership to a team of customer service professionals, focused on delivering outstanding support across multiple channels, including telephone, email, and online portals. You’ll be responsible for overseeing the day-to-day performance of the team, ensuring that service levels and key performance indicators (KPIs) are consistently met, and fostering a culture of continual improvement.

Key responsibilities include inspiring and developing colleagues, optimising resources, and building strong, effective relationships with both internal and external stakeholders to ensure top-quality, reliable service. This is a dynamic, multifaceted role with opportunities to proactively manage risks, drive performance through detailed reporting, and represent the Service Desk in key meetings that influence the success of the team and organisation. If you are a collaborative leader with a passion for growth, excellence, and continuous improvement you will thrive in this role.


Qualifications

So, what are we looking for?  

At Wavenet, our vision is to empower businesses through innovative technology solutions, providing exceptional service and support that helps our clients grow and succeed. That’s where you come in. We are looking for someone who will:

  • lead and develop a team of Analysts and Seniors to ensure efficient and successful Service Desk operations. 
  • ensure key performance indicators (KPIs), such as SLAs, Customer Satisfaction, and Case Management, are consistently met. 
  • contribute to continuous service improvement by identifying risks and documenting them in the Continuous Service Improvement or Risk Register. 
  • foster a high level of experience, skill, and a positive working environment within the Service Desk, promoting growth potential. 
  • manage administrative tasks related to leadership, ensuring they are completed professionally and in a timely manner.


Additional Information

Did we mention the perks?

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.

Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.

Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider? 

Apply today or contact our friendly Talent Acquisition Team for more information.

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