Job Title: Helpdesk Team LeaderSalary: £40,000 - £45,000
Main Purpose of Role:
The Help Desk Team Leader plays a pivotal role in driving quality, efficiency, and customer satisfaction by overseeing a team of 5 representatives. This position is integral to ensuring timely resolution of customer issues and contributing to the overall service strategy.
Location/Branch: Reading/Hybrid - 5 days a week during probation moving to 2 days per week in office
Position is Responsible for: Serving as an escalation point for customer issues and managing the service support team of 5 people.Main Duties:
- Establish performance measures to meet and exceed Service Levels.
- Manage ticket queues and maintain a healthy average ticket age.
- Serve as an escalation point for customer issues, ensuring successful case closure and client satisfaction.
- Develop the capabilities of the Helpdesk team through skills growth and talent acquisition.
- Foster productive relationships with key personnel in strategic customer accounts.
- Maintain expertise required for industry-leading service and ensure appropriate training levels for partner accreditations.Person Specification:
- Ability to direct a team towards strategic objectives and maintain efficient timelines.
- Proven leadership skills in a team-oriented environment.
- Exceptional strategic thinking and problem-solving skills.
- Ability to negotiate conflict and maintain constructive relationships.
- Excellent communication skills, both verbal and written.
- Self-starter capable of meeting deadlines independently.
- Strong time management and attention to detail.
- First year goals include becoming familiar with company processes, exceeding performance measures, implementing training programs, enhancing customer satisfaction, and contributing to overall service strategy.
Qualifications:
- Formal education in Business, Electronics, or related field preferred.
- Preferred external training: Cisco Certifications (CCNA, etc.), AV Certifications (CTS, etc.), other relevant technologies.
Relevant Experience:
- Leadership experience in Helpdesk/Technical Customer Service environment desired.
- Minimum 5 years Helpdesk/Technical Customer Service experience preferred.
- Knowledge of AV Control systems and integrated room peripherals desired.