2 of 2 Service Delivery Jobs in Southend-on-Sea

per annum Hours: Full-Time Are you an experienced IT support professional with strong leadership skills and a passion for delivering top-tier customer service? We're working with a well-established organisation based near Southend-on-Sea to recruit a 1st Line Support Team Leader to lead and … an exciting opportunity for someone ready to step into a hands-on leadership role-helping shape and refine the 1st Line function while driving service excellence and continuous improvement. 1st Line Support Team Leader As the 1st Line Support Team Leader, you'll take charge of the day-to … day performance of the 1st Line Customer Support Team. Your focus will be ensuring service levels and KPIs are consistently achieved while delivering an exceptional customer experience. You'll play a key role in setting SLAs, coaching the team, and analysing performance data to drive meaningful improvements. Key Responsibilities More ❯

technical support team, ensuring services are delivered efficiently and to the highest standard. You'll take ownership of SLA management, incident handling, and continuous service improvements, while also playing a key role in team development and customer satisfaction. Key Responsibilities Lead and coordinate the daily activities of the 2nd … 3rd Line Support Team Monitor service performance against SLAs, identifying areas for improvement Develop and manage customer satisfaction metrics including CSAT and NPS Act as Incident Manager during major incidents, ensuring timely and effective resolution Analyse service desk trends to reduce recurring issues through proactive support and training … Oversee the creation and maintenance of Knowledge Base content to improve self-service Work closely with third-party vendors and internal stakeholders to maintain smooth service delivery Mentor and support team members, identifying training and development opportunities Ensure documentation, processes, and reporting are accurate and up to More ❯