Senior Service Desk Lead

JR United Kingdom; Newbury; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Senior Service Desk Lead to oversee their EMEA customer support operations. This critical leadership role involves coaching teams, driving performance improvements, and implementing advanced technologies such as Genesys and Salesforce for exceptional service delivery.

Qualifications

• 5+ years of experience in senior-level call center management.
• Extensive hands-on experience with Genesys is essential.
• Knowledge of global customer service trends.

Responsibilities

• Drive performance through effective Genesys configuration.
• Coach teams to deliver outstanding multichannel customer support.
• Design customer engagement solutions using O365 tools.

Skills

Coaching

Problem-solving

Communication

Stakeholder management

Tools

Genesys

Salesforce

Microsoft 365

Job description

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Location: Newbury, (Hybrid – 1–2 days onsite per week, WFH otherwise)

We’re looking for an experienced and strategic Senior Service Desk Lead to oversee our EMEA customer support operations. This is a critical leadership role focused on driving performance, coaching large teams, and delivering exceptional service through advanced technologies and implement best-in-class technologies like Genesys, Salesforce, and Microsoft 365.

Key Responsibilities:

• Leverage standard global call center metrics to identify gaps and implement strategic improvements.
• Coach and develop teams to deliver outstanding, multichannel customer support.
• Oversee the full PC lifecycle for users, ensuring health and management compliance.
• Collaborate with the Salesforce team to deliver process-aligned training programs.
• Drive performance through effective Genesys configuration and workforce management.
• Design customer engagement and process management solutions using O365 tools.
• Partner cross-functionally to align operations with client expectations and industry best practices.
• 5+ years of experience in senior-level call center management.
• Deep expertise in managing voice, email, and chat routing to support agents.
• Extensive hands-on experience with the Genesys system is essential for this role.
• Strong problem-solving skills and the ability to handle high-pressure situations.
• Excellent communication and stakeholder management skills.
• Knowledge of global customer service trends and standards.