Job Description About the Role Are you passionate about delivering exceptional customer support and leading by example? We're looking for a proactive and organised Service Support Lead to join our fast-paced Service Desk team. In this key role, you’ll take ownership of customer support tickets from start to finish—ensuring they're handled efficiently, in line with SLAs, and to the highest standard of customer service. You’ll lead by example, helping to drive productivity, improve response times, and support the Service Desk team in meeting customer expectations. If you're ready to take the next step in your service desk career within a vibrant and fast-growing organisation, we want to hear from you! Key Responsibilities Take ownership of customer tickets aligned to your Service Desk team, ensuring SLA targets are met Monitor, prioritise, and manage incoming tickets to maintain efficient ticket flow Investigate escalated issues and implement appropriate resolutions Ensure all customer communications are timely, courteous, and professionally logged Liaise with customers, Account Managers, and internal teams to address queries, complaints, and sales opportunities Review ticket details for accuracy and completeness to ensure smooth progression Track ticket trends, report areas of concern, and recommend process improvements to the Service Desk Manager Hold regular 1-to-1 meetings with service desk engineers to support development and performance Maintain a positive, customer-first approach across all interactions and communication Monitor ticket queues and ensure any bottlenecks or stalled issues are resolved swiftly Ensure complaints are properly investigated, recorded, and managed according to company policy Promote continuous improvement by analysing performance stats and identifying better working practices Assist with any other duties aligned to the needs of the Service Desk function