Service Desk Team Lead

at  Nasstar

WE’RE RECRUITING!

As one of the UK’s fastest growing MSPs, we’re on the lookout for a Service Desk Team Leader
Location: Hybrid (Office / Remote-UK Only)
Nasstar offices:
TELFORD St James House, Hollinswood Road, Telford, TF2 9TZ
WAKEFIELD Melbourne House, Brandy Carr Road, Wakefield, West Yorkshire, WF2 0UG
Salary: Competitive base + benefits
Job Type: Permanent

ABOUT THE ROLE

• The Customer Operations Team Leader provides leadership and direction to their team members, to aid in providing a 1st class service to our customers. This will be a hands-on role, leading by example to ensure all expected deliverables are achieved.
• You will work closely with your aligned Customer Operations Manager to provide direct feedback on how your team members are performing, highlighting any areas for operational improvement, and identifying gaps in process that need to be filled.
• You are responsible for ensuring that your team members are on-boarded and developed in an effective and controlled manner to give both them and your team the chance to succeed.
• You are to assist with Jeopardy management through management of escalations and ticket and telephone call reviews with the team, ensuring tickets are progressing effectively or being escalated in a timely fashion where needed, ensuring ticket updates meet required standards.
• Reviewing ticket trends to identify problems and raise relevant problem tasks to reduce re-occurrence of common issues. Plan and implement changes to a high standard, to reduce risk and impact for our customers. Ability to utilise toolsets available to produce reports and act on them effectively.

RESPONSIBILITIES:

• Deliverable 1: Build a high performing technical team, that are always looking to improve & develop.
• Deliverable 2: Create a positive culture in your team, based on professionalism, pride and excellent service delivery & customer service.
• Deliverable 3: Support team members in their prioritisation of incidents and general workload.
• Deliverable 4: Act as an escalation point and decision maker for service-related issues. Identifying bottlenecks and work with your manager to build & implement service improvement plans. This will include being part of the Duty Manager rota for OOH escalations.