Service Desk Team Lead

Service Desk Team Lead

**Bespoke Software

Chippenham (Hybrid)

£45,000

The Service Desk Team Lead role is an exciting new role within a software business in Chippenham!

The Service Desk Team Leader sits within the Operations Team and will form the bridge between sales, project, and support, focusing on customer retention and satisfaction!

As a Service Desk Team Lead you will be involved in the management of key customer accounts to support the business growth strategy and support the continual service improvement within the support life cycle of each customer.

This role will also be managing the support staff, reviewing the SLA and KPI service delivery as well as growing and developing them as a team.

Responsibilities and Accountabilities include:

• Collaborate with varies internal stakeholders including Sales, Project Management and Development to enhance the customer experience and products.
• Become a trusted advisor and advocate for your key customer stakeholders.
• Ensure seamless end to end transition from pre- to post-sales, setting our customers up for success.
• Analyse customer data to improve customer experience, identifying wins and potential issues.
• esolve escalated customer queries and complaints
• Establish best practices across the Service Desk Team

Skills:

• Previous experience within a Senior position or Team Leader
• Experience of supporting bespoke software products
• Experience managing SLA's and KPI's
• Strong stakeholder management
• knowledge IT service management tools
• Experience of working in an ITIL environment

Behaviours:

• Consistently professional, confident, and calm even in challenging situations.
• Demonstrate a customer focused approach
• The ability to influence others and build relationships.
• Strong problem-solving and analytical abilities