Support Desk Supervisor: Lead, Resolve & Improve

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

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,