Tech Support Team Lead & Customer Experience Mentor

Lucy Walker Recruitment Limited; 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

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.