Support Desk Supervisor

ASSA ABLOY Group; Monkspath, Metropolitan Borough of Solihull; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Life assurance

Wellbeing support

Salary sacrifice pension

24 days leave

Job summary

ASSA ABLOY Group in Solihull is seeking a Head of Professional Services to lead a team of about 10 support professionals, ensuring efficient, high-quality support for our customers. You will manage day-to-day operations, including ticket queues, service levels and escalations, while remaining hands-on with technical troubleshooting.

You will drive continuous improvement, develop the team and help ensure an excellent customer experience, working with 3rd Line Support, Product, Development,

Responsibilities

• Leading, coaching and developing a team of support professionals, including workload planning and performance management.
• Managing support ticket queues, priorities, ageing cases and service levels, with escalation point duties.
• Monitoring service performance, customer satisfaction and recurring issues to drive improvements.
• Maintaining knowledge articles and promoting use of Salesforce, ServiceNow and other tools for efficiency.
• Building relationships with customers and internal stakeholders, ensuring compliance with policies, information security and data protection.

Job description

Reporting to the Head of Professional Services you will lead a team of approximately 10 support professionals, ensuring the delivery of an efficient, high-quality support service to our customers. You will oversee the day-to-day management of support operations, including ticket queues, service levels and escalations, while remaining hands on with technical troubleshooting and customer issues. Working closely with customers and cross-functional teams, you will drive continuous improvement, support team development and help ensure excellent customer experience. You would also be responsible for:

• Leading, coaching and developing a team of support professionals, including workload planning, performance management, regular one to ones, development discussions and holiday cover
• Managing support ticket queues, priorities, ageing cases and service levels, while acting as the escalation point for complex or high priority incidents to ensure timely resolution and customer communication
• Monitoring service performance, customer satisfaction and recurring issues, using data and feedback to identify improvements across processes, documentation and team capability
• Maintaining accurate knowledge articles and promoting effective use of Salesforce, ServiceNow and other support tools to drive efficiency and consistency across the team
• Building strong working relationships with customers and internal stakeholders, including 3rd Line Support, Product, Development, Professional Service, Sales, IT and external suppliers, while ensuing compliance with company policies, customer requirements, information security and data protection standards.
  Has experience working within a busy technical support, service desk or customer service environment, with previous experience supervising, mentoring or acting as a senior escalation point within a support team
• Has a good understanding of 1st and 2nd Line Support, SLA-driven service delivery and ticket management, with the ability to prioritise workloads and manage competing demands effectively
• Demonstrates strong leadership, communication and customer service skills, with the ability to coach and develop others, build positive relationships and handle challenging situations professionally.
• Is organized, analytical and solutions-focused, using service performance data, customer feedback and ticket trends to identify improvements and drive operational excellence.
• Brings a professional approach aligned with Biosite and ASSA ABLOY values. Experience of Salesforce, ServiceNow or similar service management systems, along with knowledge of construction technology, access control, networking or related technologies, would be advantageous
• A full UK driving license is desirable
  We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access. As an employer, we value results - not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences. Solihull, West Midlands, ENG, GB, B90 4GT IT, Telecom & Internet No Travel Required Associate 21-Sep-2026

• Continuous learning and career development opportunities to help you reach your full potential.
• Comprehensive benefits package, including life assurance, wellbeing support and a salary sacrifice pension scheme.
• 24 days leave, increasing with length of service.