Support Desk Lead - 1st/2nd Line & Team Coaching
Assa Abloy Ab
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Descripción de la vacante
ASSA ABLOY Biosite in Solihull is seeking a Support Desk Supervisor to lead a team of about 10 professionals, ensuring high-quality customer support and timely resolutions. You will stay hands-on with troubleshooting and coordinate with cross-functional teams to improve processes.
The role requires strong leadership, experience with service desks, and familiarity with Salesforce/ServiceNow. On-site work in Solihull with a comprehensive benefits package is provided.
Formación
- Experience in busy technical support, service desk or customer service environments.
- Experience supervising, mentoring or acting as senior escalation point within a support team.
- Understanding of 1st/2nd line support, SLA-driven service delivery, and ticket management.
Responsabilidades
- Lead, coach and develop a team of support professionals, including workload planning and performance management.
- Manage support ticket queues, priorities and aging cases, and escalate high-priority incidents.
- Monitor service performance and customer satisfaction, identify improvements from data and feedback.
- Maintain knowledge articles and promote use of Salesforce, ServiceNow and other tools.
Conocimientos
Herramientas
Descripción del empleo
ASSA ABLOY Biosite in Solihull is seeking a Support Desk Supervisor to lead a team of about 10 professionals, ensuring high-quality customer support and timely resolutions. You will stay hands-on with troubleshooting and coordinate with cross-functional teams to improve processes.
The role requires strong leadership, experience with service desks, and familiarity with Salesforce/ServiceNow. On-site work in Solihull with a comprehensive benefits package is provided.
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