Support Team Lead

at  KERRIDGE COMMERCIAL SYSTEMS CORP

“At KCS we’ve introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.”

• inspHire is a market leader in the development and provision of rental industry software
• Helpdesk Team Leader role provides and manages 1st/2nd line business-to-business software application support
• Line managing part of a global team supporting inspHire products as well as databases, reporting tools, MS Server and Desktop operating systems plus other third-party applications
• Communicating via multiple media – phone, e-mail, chat
• Creating documentation and delivering customer training where required
• Hybrid role – 60% office based, 40% home based with potential for limited travel to customer sites
• Covering support hours between 8am and 5pm

• Your responsibilities include but are not exclusive to:
• Ensure a first-class service to our customers
• Motivation and leadership of the Analysts within assigned section, promoting hard work, “no blame” attitude and a positive message
• Management of team rotas, holidays, case load, case progression, case management, customer expectations and escalations
• Use and develop reporting to ensure services are managed to the correct standards
• Assisting on calls and tickets as required
• Take care of your direct reports:
• Perform regular 1-2-1 sessions to ensure well-being and career progression
• Facilitate training, development and innovation activities for Analysts within team
• Perform reviews with Analysts to ensure standards are maintained and improved
• Manage and act upon customer satisfaction surveys and other feedback
• Provide 1st level of escalation support for customers or direct reports
• Work as part of Helpdesk management team
• Participate on team performance reporting with other Helpdesk Leads
• Provide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and “can do” attitude
• Identify and lead on tangible continuous improvement and “shift-left” activities to better serve our customers
  Skills, Knowledge and Experience: