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Service Desk Team Lead — Coaching, Escalations & Ops
Job summary
A leading food service company in Ashford is seeking a Service Desk Lead to oversee operations and mentoring of the Service Desk team. This crucial role requires exceptional leadership, customer support skills, and deep knowledge of enterprise tools. The ideal candidate has extensive experience in support environments and is proficient in areas such as Microsoft Office and Active Directory. The position offers opportunities for professional development and interface with various departments.
Qualifications
- Extensive experience in a Service Desk or similar support environment.
- Exceptional customer support and interpersonal skills.
- Ability to multi-task and participate in flexible schedules/on-call rotations.
- Deep knowledge of enterprise hardware/software.
Responsibilities
- Lead daily operations of the Service Desk team.
- Mentor team members on career development plans.
- Conduct call audits and ticket reviews.
- Act as a customer liaison to resolve escalated issues.
- Collaborate with other functional leads on process development.
Skills
Education
Tools
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.