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Join a leading technology and communications provider delivering managed IT, cloud, connectivity, cybersecurity, and support services to a wide client base. In this role, you’ll act as the primary point of contact for the service desk, ensuring SLA targets are met, customer relationships are maintained, and issues are resolved effectively in collaboration with the technical team. You’ll also oversee ticket management, reporting, quality checks, and customer complaints to drive both service excellence and customer satisfaction.
What’s on offer:
Hybrid working (3 days in / 2 days remote), 25+ days holiday + bank holidays, training and development opportunities, career progression within a growing business, healthcare benefits, performance-related incentives, and a supportive, customer-focused culture.
What we’re looking for:
* Previous leadership or supervisory experience within a service desk or support environment
* Strong customer relationship management skills with the ability to handle escalations and complaints
* Experience managing SLAs and prioritising workloads to meet agreed targets
* Excellent communication and interpersonal skills, both written and verbal
* Strong organisational skills with the ability to analyse data, spot trends, and drive improvements
* Proactive approach with the ability to take initiative and improve processes
If you’re a customer-focused service desk lead with a passion for driving performance and building strong client relationships, this role offers an exciting opportunity to step up in a supportive, growth-oriented business.
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