Service Desk Team Leader — Hybrid, Coaching & Growth

Focus Group; Shoreham-by-Sea; Hybride; GBP 37 000 - 40 000; Plein temps

Avantages offerts par ce poste

Holiday entitlement 24 days + bank / +

Hybrid working options

Enhanced parental leave

Volunteer day & corporate benefits

Résumé du poste

Focus Group is seeking an experienced Service Desk Team Leader to captivate the Operations team and drive excellent customer outcomes. You will coach, develop and lead a team of engineers while ensuring service levels remain high and customer satisfaction improves.

Reporting to the Service Desk Manager, you will handle day-to-day leadership, escalations, and performance reviews in a hybrid Shoreham-by-Sea work setting, contributing to ongoing service improvements.

Qualifications

• Experience leading a service desk or helpdesk team.
• Proven ability to meet KPIs and SLAs.
• Strong ticket management knowledge.
• Excellent communication and coaching skills.

Responsabilités

• Lead and develop a team of Service Desk Engineers.
• Oversee day-to-day service desk operations and KPIs.
• Manage annual leave, shifts, and workload balancing.
• Monitor queues and distribute work effectively.
• Drive performance metrics like response and resolution times.
• Act as escalation point for customer issues.
• Collaborate with Senior Engineers on escalations.
• Conduct regular team meetings and performance reviews.
• Identify training opportunities from performance data.
• Promote continuous improvement and customer excellence.
• Maintain quality standards and adherence to processes.
• Build relationships with stakeholders across Operations.

Connaissances

Leadership

KPI driven

Ticket management

Escalations

Communication

Coaching

Change management

Analytical skills

Customer service

Description du poste

Focus Group is seeking an experienced Service Desk Team Leader to captivate the Operations team and drive excellent customer outcomes. You will coach, develop and lead a team of engineers while ensuring service levels remain high and customer satisfaction improves.

Reporting to the Service Desk Manager, you will handle day-to-day leadership, escalations, and performance reviews in a hybrid Shoreham-by-Sea work setting, contributing to ongoing service improvements.