Service Support Lead
* Sevenoaks
* £25k plus benefits
* 25 days holiday
* Hybrid working
Purpose of the Role
The Service Support Lead is the day-to-day manager of the Service Desk, ensuring all support cases are handled efficiently, SLAs are met, and customers receive timely updates. Acting as a first step into management, the role provides leadership to engineers while supporting the Service Desk Manager with escalations, improvement projects, and long-term service development.
This position combines operational responsibility with strategic input, offering the opportunity to directly shape customer experience and team performance.
Key Responsibilities
* Manage all day-to-day service desk operations, ensuring cases are handled promptly and SLAs are achieved.
* Monitor and manage workloads, case queues, phone lines, and dashboards to maintain service performance.
* Provide leadership, direction, and support to engineers, ensuring quality and consistency of service delivery.
* Act as escalation point for customer issues, critical incidents (P1s), and vulnerability triage.
* Oversee shift management, ensuring appropriate cover and resource allocation.
* Carry out regular quality checks on cases, ensuring high standards of communication and resolution.
* Track, analyse, and report on SLAs, KPIs, team stats, and customer feedback.
* Work with the Service Desk Manager on process improvements, customer escalations, and side projects.
* Contribute to continuous service improvement by identifying and implementing process and performance enhancements.
* Participate in team meetings, customer reviews, and service improvement initiatives.
Person Specification
Skills & Knowledge
* Proven experience in a customer focused environment
* Excellent organisational and prioritisation skills.
* Strong analytical and problem-solving ability, with a focus on continuous improvement.
* Confident in using IT systems
Behaviours & Competencies
* Professional, calm, and confident under pressure.
* Strong leadership qualities, with the ability to motivate and manage engineers day-to-day.
* Customer-focused with excellent communication skills (verbal and written).
* Collaborative and supportive team player with a proactive approach.
* Able to balance operational delivery with improvement initiatives.
* Detail-oriented and committed to service quality.