Service Desk Lead

ESG Global Ltd; United States; Hybride; USD 56 000 - 82 000; Plein temps

Résumé du poste

ESG Global Ltd. is seeking a Service Desk Lead in Chorley on a hybrid full-time basis. The role involves leading a small team that supports UK energy suppliers using billing and CRM products, managing tickets end-to-end, and coordinating with Product/Engineering for issue resolution.

You will develop product and energy operations knowledge, maintain high service levels, and drive continuous improvement through effective communication and data-driven insights.

Qualifications

• Experience in UK energy supply operations, utilities, billing or CRM environment.
• Experience handling customer queries via a ticketing system.
• Strong written communication skills for client responses.
• Analytical and problem-solving abilities to diagnose issues.
• Ability to investigate issues using data and system information.
• Good organization to manage multiple tickets with SLAs.
• Attention to detail and ownership of outcomes.
• Ability to communicate with operational and technical colleagues.
• Willingness to learn new systems and apply AI tools where appropriate.

Responsabilités

• Manage client queries and issues from ticket receipt to resolution or escalation.
• Review and triage new tickets, clarifying priority and client impact.
• Provide clear, professional updates to clients throughout the ticket lifecycle.
• Coordinate with internal teams to obtain information and drive resolution.
• Escalate issues to Product, Engineering or specialists when needed.
• Contribute to knowledge articles and standard responses for future use.
• Develop knowledge of energy operations areas: billing, metering, tariffs, and payments.
• Support continuous improvement and use of approved AI tools to enhance productivity.

Connaissances

Ticket management

Written communication

Analytical thinking

Ownership & accountability

Customer service

Outils

CRM platform

Billing system

Description du poste

Service Desk Lead

Job Description

Department: Service Desk

Reports To: Service Operations Mana

Work Location: Chorley - Hybrid

Hours of Work: 37.5

Position Type: Full Time

Rate Type: Salary

Grade: 3

SUMMARY

We are an innovative and market-leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.

We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role, however during your initial training period the need to be in office with other team members will be essential. Our UK office is based in Chorley, which is where you will be based.

While this position is full-time, we are open to discussing flexible working patterns that accommodate individual needs. If you require flexibility in your work schedule, please let us know during the application process, and we will do our best to accommodate your needs.

POSITION RESPONSIBILITES

We are looking for a Service Desk Lead to provide day-to-day support to UK energy suppliers using our billing and CRM products.

The role will involve managing a small team to undertake the following: liaising with clients, responding to operational and product-related queries, investigating issues and ensuring tickets are progressed through to resolution.

You will be responsible for understanding the client's query, assessing the operational impact, supporting the team to carry out initial investigation and either resolving the issue directly or coordinating with the appropriate internal teams.

This role requires strong written communication, organisation and problem-solving skills, alongside an understanding of UK energy supply operations. You will play an important role in ensuring clients receive clear, timely and effective support. The successful candidate will be encouraged to leverage AI-powered tools and emerging technologies to drive productivity, innovation, and service excellence.

Ticket & Client Management

• Manage client queries and issues received through the ticketing service.
• Take ownership of tickets from initial receipt through to resolution or appropriate escalation.
• Review and triage new tickets, ensuring the issue, priority and client impact are clearly understood.
• Provide clear, professional and timely written responses to clients.
• Keep clients updated throughout the lifecycle of their ticket, particularly where investigation or resolution requires input from other teams.
• Ask appropriate questions and gather the information required to support effective investigation.
• Manage a portfolio of open tickets, ensuring actions and follow-ups are completed within agreed service levels.
• Ensure tickets contain clear and accurate records of investigations, decisions, actions and outcomes.
• Work with clients to confirm successful resolution before tickets are closed.

Investigation & Resolution

• Investigate issues relating to the use of our billing and CRM products.
• Use product knowledge, system information and available data to understand and diagnose client issues.
• Determine whether queries relate to product functionality, configuration, data, operational processes or potential defects.
• Resolve queries directly where possible.
• Escalate issues to Product, Engineering or other specialist teams when further investigation is required.
• Provide internal teams with clear information and evidence to support efficient investigation.
• Translate technical findings into clear, client-friendly explanations.
• Identify recurring issues and highlight opportunities for permanent fixes or service improvements.

Energy Operations Support

Develop knowledge of our products and how they support UK energy supplier operations across areas such as:

• Customer account management
• Billing and rebilling
• Metering and consumption
• Tariffs and pricing
• Payments and account balances
• Customer communications
• Industry processes and data
• Operational exceptions
• Reporting and reconciliation

You will not necessarily be expected to be an expert in every area from day one, but you should demonstrate the ability and willingness to develop strong product and energy industry knowledge.

Service & Continuous Improvement

• Work to agreed service levels and ticket management standards.
• Ensure ticket categorisation and records are accurate to support service reporting.
• Identify trends and recurring themes across client tickets.
• Contribute to knowledge articles, support documentation and standard responses.
• Share knowledge and learnings with other members of the team.
• Highlight areas where product, process or documentation improvements could reduce future support demand.
• Contribute to creating a consistent and high-quality client support experience.
• Utilise company-approved AI tools and technologies responsibly and effectively to enhance productivity, improve outcomes and support continuous improvement, in line with company policies and guidance.

ABOUT YOU

We welcome diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Knowledge/Skills

You must possess:

• Experience in UK energy supply operations, utilities, billing, CRM or a related environment.
• Experience dealing with customer or client queries through a ticketing/case management system.
• Strong written communication skills, with the ability to provide clear and professional client responses.
• Strong analytical and problem-solving skills.
• Ability to investigate issues logically and identify the information required to progress them.
• Strong organisational skills and the ability to manage multiple open tickets and competing priorities.
• Good attention to detail.
• A strong sense of ownership and accountability.
• Ability to communicate effective with operational and technical colleagues.
• Comfortable learning new systems, products and operational processes.

Desirable

• Experience supporting energy billing or CRM platforms.
• Knowledge of UK energy industry processes and data flows.
• Experience working in a SaaS, software or technology environment.
• Experience with incident, problem or service management processes.
• Experience analysing operational data.
• SQL or similar data investigation skills would be advantageous.

Able to demonstrate ESGs key values of

• Excellence: be accountable to deliver our best
• Passion: show how much we care each day
• Integrity: do the right thing when no one is looking
• Collaboration: work together to succeed together

ISO AWARENESS

Follow IMS Policies

• Reporting of Incidents
• ISO Responsibilities
• ISO Staff Awareness

*For more information on how we process your information please see our privacy notice which can be found on our website https://esgglobal.com/privacy-policy/*