Service Desk Team Lead
- Hiring Organisation
- Constant Recruitment Ltd
- Location
- Herne Bay, Kent, England, United Kingdom
- Employment Type
- Full-Time
- Salary
- £32,000 - £35,000 per annum
Service Director, you will be responsible for overseeing service desk operations, ensuring SLA and KPI performance, and leading the team to deliver consistently high customer satisfaction Service Desk Team Lead . You will manage: 11 engineers (L1, L2 and Senior Engineers) Ticket allocation and workflow management SLA performance … delivery Customer escalations and complaints Team scheduling, holidays and out-of-hours rota Continuous service improvement This role is about ownership. You will be accountable for CSAT scores, first-time fix rates, response times, utilisation and overall service performance. Key Responsibilities Oversee daily service desk operations Assign and balance ...