1 month ago Be among the first 25 applicants Direct message the job poster from ECS Resource Group Consultant at The ECS Resource Group 01676 545 100
Senior Service Desk Lead Location:
Newbury, (Hybrid – 1–2 days onsite per week, WFH otherwise) We’re looking for an experienced and strategic
Senior Service Desk Lead
to oversee our EMEA customer support operations. This is a critical leadership role focused on driving performance, coaching large teams, and delivering exceptional service through advanced technologies and implement best-in-class technologies like
Genesys ,
Salesforce, and
Microsoft 365. Key Responsibilities: Leverage standard global call center metrics to identify gaps and implement strategic improvements. Coach and develop teams to deliver outstanding, multichannel customer support. Oversee the full
PC lifecycle
for users, ensuring health and management compliance. Collaborate with the
Salesforce
team to deliver process-aligned training programs. Drive performance through effective
Genesys
configuration and workforce management. Design customer engagement and process management solutions using
O365 tools. Partner cross-functionally to align operations with client expectations and industry best practices. 5+ years of experience in senior-level call center management. Deep expertise in managing
voice, email, and chat
routing to support agents. Extensive hands-on experience with the
Genesys system
is essential for this role. Strong problem-solving skills and the ability to handle high-pressure situations. Excellent communication and stakeholder management skills. Knowledge of global customer service trends and standards. Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
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