Service Support Lead

Our client doesn’t just provide solutions for today but for tomorrow, too. They’re always thinking ahead of the technology curve, so our customers feel confident that when they work with them.

As the Service Support Lead, you play a pivotal role as the primary point of contact for the service desk. Your focus is on maintaining high standards for clients purchasing managed services solutions, ensuring SLA targets are met, and support is aligned with contractual agreements. You collaborate with the Technical Lead to ensure effective issue resolution and generate reports on ticket and service performance.

Building strong customer relationships and identifying sales leads are integral to this role. Your exceptional organization, customer service, and communication skills will support the service desk team in delivering outstanding support to end-users. You will maintain contractual service desk requirements, respond to calls and tickets within SLA, and provide regular updates to customers on open issues. Direct communication with end-users regarding delays and resolution plans will be part of your responsibilities

They’re Looking For:

A dynamic Service Support Lead with the ability to inspire, motivate, and guide a high-performing team. You’ll ensure exceptional customer support, manage SLAs effectively, and drive continuous improvement in service delivery.

Key Skills & Attributes:

• Leadership: Lead and develop your team, fostering collaboration and a positive work environment.
• Customer Focus: Build strong client relationships and deliver top-notch support experiences.
• Communication: Clear, professional communication with customers, team members, and stakeholders.
• Problem-Solving: Resolve conflicts and escalations efficiently while maintaining customer satisfaction.
• Data-Driven: Use metrics to track performance, identify trends, and improve service quality.
• Process Improvement: Streamline workflows and enhance efficiency across the service desk.
• Adaptable & Collaborative: Work seamlessly with cross-functional teams and adapt to changing business needs.
• Technical Awareness (Desirable): Basic understanding of IT systems to support technical communication.

If you’re customer-focused, proactive, and ready to lead, we want to hear from you!

Additional Information

• Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
• 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.