Hybrid Service Desk Team Lead — Lead, Coach & Escalations

Brakes; Ashford; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading food service provider in Ashford is seeking a Service Desk Team Lead to oversee daily operations of the Service Desk. This full-time role requires extensive experience in customer support, leadership skills, and the ability to mentor a team. The ideal candidate will possess a degree and relevant certifications, contributing to a diverse and inclusive culture. Commitment to excellent service and performance metrics is essential for success in this position.

Qualifications

• Extensive experience in a Service Desk or similar support environment.
• Proven leadership, negotiation, and conflict resolution skills.
• Excellent verbal and written communication; superior phone etiquette.

Responsibilities

• Lead daily operations of the Service Desk team.
• Analyse team performance to identify areas for improvement.
• Conduct call audits and ticket reviews to maintain quality standards.
• Act as a customer liaison to resolve escalated issues.

Skills

Service Desk experience

Leadership skills

Negotiation skills

Customer support

Attention to detail

Multi-tasking

Troubleshooting skills

Education

Degree or equivalent experience

IT Service Management (ITSMv3) certification

Microsoft Certified Systems Engineer (MCSE) certification

Tools

Microsoft Office

Active Directory

JIRA

Enterprise hardware/software knowledge

Job description

A leading food service provider in Ashford is seeking a Service Desk Team Lead to oversee daily operations of the Service Desk. This full-time role requires extensive experience in customer support, leadership skills, and the ability to mentor a team. The ideal candidate will possess a degree and relevant certifications, contributing to a diverse and inclusive culture. Commitment to excellent service and performance metrics is essential for success in this position.