Tech Support Lead

Lucy Walker Recruitment; Leeds; On-site; GBP 45,000 - 60,000; Full time

Job summary

Lucy Walker Recruitment Limited is seeking a Tech Team Leader to manage a busy Helpdesk, overseeing 1st and 2nd line support, monitoring the customer journey and driving improvements.

The role is office-based in Leeds with daily cross-functional collaboration. You will lead a small team, coach on performance, and provide KPI-led reports to senior leadership, ensuring high standards of service and customer satisfaction.

Qualifications

• Experience in a similar Tech team leader role.
• Leadership or supervisory experience with KPI analysis.
• Excellent communication skills with cross-functional collaboration.
• Strong decision-making skills and proactive approach.
• Excellent reporting skills to drive performance.
• Understanding of customer service excellence in a tech environment.

Responsibilities

• Evaluate the customer journey, assess current processes and recommend changes.
• Identify customer pain points and collaborate with 1st and 2nd line teams to resolve issues.
• Lead, support and mentor a small team to maintain high productivity.
• Ensure exceptional customer service levels and report to Senior Leadership.
• Collaborate cross-functionally to identify coaching and training needs across teams.
• Design QA-based coaching and training materials to continually improve customer experience and track outcomes.
• Ensure feedback is acted on through coaching and be involved in ad hoc projects.

Skills

Leadership

KPI analysis

Communication

Decision-making

Reporting

Job description

Our client is looking to recruit a Tech Team Leader to support a busy Helpdesk. This key recruit has overriding responsibility for the effective monitoring, evaluation and training of the 1st and 2nd line customer support team, assessing the customer journey, and implementing positive change. This is an excellent opportunity to join a superb customer centric business where you will be valued and given full support within your role.

This is a fully office-based role for our client as you will interact daily with various teams and that office presence is vital for team support. This is a great company to work for with very strong values who invest in their staff and offer an excellent culture.

Duties & Responsibilities:

• You will evaluate the Customer journey, assess current processes and make recommendations for change, implementing new ideas.
• Identifying customer pain points, working with 1st and 2nd line support teams to deal with specific challenges whilst also being a key point of contact for customers, to ensure a satisfactory conclusion.
• Leading, supporting and mentoring your small team to ensure productivity is consistently high.
• Ensuring exceptional customer service levels are achieved and reporting on these to the Senior Leadership Team.
• Working collaboratively cross functionally across the business to review and identify coaching and training needs for the teams.
• You will design QA based coaching and training materials to continually assess and improve customer experience and track outcomes on an ongoing basis.
• Ensuring any feedback is acted on through coaching
• Involved with adhoc projects

Skills & Experience required:

• Experience within a similar Tech team leader role is essential
• You will have leadership or supervisory experience, able to analyse the performance of a team effectively and report on KPI's.
• Able to analyse performance, assess KPI's and provide training and coaching to support this.
• You will have excellent communication skills, able to build relationships both with customers and cross functionally across the business.
• You will have strong decision-making skills, will be tenacious in your approach and proactive.
• Excellent reporting skills to provide effective performance led reporting.
• You will ultimately understand what excellent looks like within customer service and 1st line support and will thrive delivering on this to a wider team.
• Excellent attention to detail and accuracy within all areas of your work.

We are looking for Candidates who have the specific experience outlined above and without this, your application will not be considered.