Service Desk Team Leader - Hybrid & KPI-Driven

Focus Group (UK); Shoreham-by-Sea; In loco; GBP 37.000 - 40.000; Tempo pieno

Vantaggi offerti da questo lavoro

Holiday & birthday leave

Hybrid working

Parental leave

Volunteering day

Benefits package

Descrizione del lavoro

Focus Group is looking for an experienced Service Desk Team Leader to join our Operations team and deliver an exceptional support experience for our customers. This role leads a team of Service Desk Engineers, ensuring high service levels and ongoing development.

You will coach the team, manage workloads, and drive improvements in customer outcomes while collaborating with other operations teams in a fast-paced environment.

Competenze

• Experience leading service desk or helpdesk teams.
• Proven ability to meet KPIs and SLAs.
• Strong coaching and development skills.
• Excellent communication and stakeholder management.
• Experience with shift rotas and workforce planning.

Mansioni

• Lead and develop a team of Service Desk Engineers and manage day-to-day operations.
• Ensure service levels and KPIs are consistently achieved and escalations are handled.
• Plan leave, shifts, and workload distribution across the team.
• Deliver regular meetings, coaching, and performance reviews.
• Collaborate with senior engineers and other operations teams to improve customer outcomes.
• Identify training opportunities from performance data.

Conoscenze

Service Desk Leadership

Team Coaching

KPI Management

Ticket Management

Workforce Planning

Escalation Handling

Stakeholder Communication

Change Management

Analytical Thinking

Customer Service

Descrizione del lavoro

Focus Group is looking for an experienced Service Desk Team Leader to join our Operations team and deliver an exceptional support experience for our customers. This role leads a team of Service Desk Engineers, ensuring high service levels and ongoing development.

You will coach the team, manage workloads, and drive improvements in customer outcomes while collaborating with other operations teams in a fast-paced environment.