Support Team Lead — Hybrid & Customer Success Leader

ADP, Inc.; Bromsgrove; Hybrid; GBP 40.000 - 60.000; Vollzeit

Benefits dieser Stelle

Hybrid work policy

Career development

Zusammenfassung

Klipboard is seeking a talented IT support leader to motivate and manage the Helpdesk team, ensuring timely, accurate responses and escalations to maintain high customer satisfaction. You will stay current with supported applications and drive improvements across the service.

This role requires strong communication, leadership, and process discipline. The position offers a flexible hybrid work policy with three office days and two remote days, and opportunities to enhance service delivery across

Qualifikationen

• Experience in a similar IT support role with strong IT skills.
• Experience managing a department in a technical IT services environment.
• Ability to perform under pressure in a fast-paced setting.
• Excellent written and verbal communication; able to document clearly.
• Experience delivering against SLAs, OLAs, and KPIs.
• Proven leadership, motivation, and team development abilities.
• Understanding of customer business requirements and urgency.
• Knowledge of SQL Server or Postgres; ERP or business IT systems.
• ITIL qualification or certification.

Aufgaben

• Motivate and lead Helpdesk staff; promote a positive, blame-free culture.
• Maintain up-to-date knowledge of supported applications.
• Keep abreast of industry standards and implement improvements.
• Collaborate with other business areas to improve service delivery.
• Develop self and the service to stay current with the market.
• Provide a role model and daily examples of performance and attitude.
• Lead continuous improvement to better serve customers.
• Contribute to department strategy and implement it.
• undertake appropriate training for the post.

Kenntnisse

IT support

Team leadership

Documentation & reporting

Communication

Service metrics management

Problem solving under pressure

Microsoft SQL Server

PostgreSQL

ERP systems knowledge

ITIL Qualified

Ausbildung

ITIL Qualified

Bachelor's degree in a relevant field

Tools

Microsoft SQL Server

PostgreSQL

ERP systems

Jobbeschreibung

Klipboard is seeking a talented IT support leader to motivate and manage the Helpdesk team, ensuring timely, accurate responses and escalations to maintain high customer satisfaction. You will stay current with supported applications and drive improvements across the service.

This role requires strong communication, leadership, and process discipline. The position offers a flexible hybrid work policy with three office days and two remote days, and opportunities to enhance service delivery across