Service Support Lead

wavenet; Birmingham; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading managed service provider in the UK seeks a Service Support Lead to enhance customer satisfaction and manage support tickets effectively. The selected candidate will collaborate with teams to ensure SLA compliance and implement quality assurance processes. This role offers a supportive office environment, generous leave, and health benefits, making it ideal for proactive professionals aiming to elevate service quality. Join today and be part of a diverse, inclusive workforce.

Benefits

25 days of annual leave, increasing with tenure

Private medical coverage

Employee assistance program

Learning management system

Qualifications

• Proven experience managing SLAs, ensuring response and resolution times are met.
• Strong verbal and written communication skills.
• Experience using metrics and reports to track performance.
• Proactive approach to resolving issues without supervision.
• Basic understanding of IT concepts.

Responsibilities

• Manage incoming support tickets, ensuring timely resolutions.
• Engage with customers to understand and meet support needs.
• Generate reports on ticket metrics and SLA compliance.
• Handle customer complaints and investigate issues.
• Conduct regular audits to maintain service quality.

Skills

SLA Management

Communication skills

Data Analysis

Proactive problem-solving

Job description

Wavenet is seeking a passionate and results-driven Service Support Lead to be the primary point of contact for our service desk. In this pivotal role, you will ensure that our clients receive top-notch managed services solutions while meeting SLA targets and aligning support with contractual agreements.

About the Role

The Service Support Lead is integral to maintaining high standards in customer service. You will collaborate closely with the Technical Lead to ensure effective issue resolution and will be responsible for generating performance reports on tickets and services. Building strong customer relationships and identifying sales leads will also be key components of your role.

Key Responsibilities

Ticket Management

Prioritise and manage incoming support tickets, ensuring adherence to SLA guidelines and timely resolutions.

• Collaborate with the Technical Lead to escape and delegate complex issues.
• Review aged tickets to identify bottlenecks and expedite resolutions.
• Oversee the ticketing system, maintaining accurate records and streamlining workflows.

Customer Satisfaction

Proactively engage with customers to understand their support needs and exceed expectations.

• Conduct meetings for initial support complaints, demonstrating empathy and commitment to resolution.
• Gather feedback for service enhancements and foster a customer‑centric culture.

Reporting

Generate reports on ticket metrics, SLA compliance, and support trends for management review.

• Analyse data‑driven reports for insights to improve team performance and prepare presentations as required.

Customer Complaints

Handle and investigate customer complaints, providing satisfactory resolutions.

• Identify recurring issues and implement preventive measures while maintaining transparent communication.

Quality Checks

Implement quality assurance processes to uphold service standards.

• Conduct regular audits of support tickets, offering constructive feedback to team members.
• Collaborate with training teams for targeted coaching programs.

Qualifications

What We’re Looking For

• SLA Management Experience: Proven experience managing SLAs, ensuring response and resolution times are met.
• Communication and Interpersonal Skills: Strong verbal and written communication skills, with a track record of effectively interacting with customers and team members.
• Data Analysis Proficiency: Experience using metrics and reports to track performance and improve service quality.
• Initiative and Proactivity: A proactive approach to resolving issues and improving operations without constant supervision.
• Technical Awareness (Desirable): Basic understanding of IT concepts and infrastructure to better facilitate communication with technical teams.

Additional Information

Here’s a closer look at what we offer

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in‑person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user‑friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team at [e-mail] for more information.

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.