I'm recruiting for a Customer Support Team Leader to join a new Managed Services Provider in Essex, where you'll lead and motivate a 1st Line Customer Support Team, who are largely responsible for providing basic IT support, amongst some other services.
Please note this role is fully-office based 5 days a week in their office near Southend-on-Sea, so that you can provide in-person mentoring, coaching, and interact with other business teams.
This role will focus on leading and developing a high-performing team, ensuring adherence to strict SLAs, encouraging an exceptional level of customer service, and driving improvements wherever possible.
You'll escalate more complex issues to a 2nd Line Support Team, and will have access to in-house Subject Matter Experts when needed.
You will work to promote a self-serve approach to customer resolution, and ultimately look to reduce the number of incoming support calls through educating users and contributing to the organization's knowledge base,
This role would be well-suited to someone who has experience within an IT Support / Helpdesk environment, and is excited by the idea of leading a developing a high-performing team.
Requirements:
Experience within an IT Support environment
Ability to lead, guide and motivate others - either from prior experience in a Management role, or a keen desire to step-up into a Leadership role
Excellent organisation and prioritisation skil...