Service Desk Team Leader
The main duties and responsibilities will include (but are not limited to):
* Supervise the service desk team, ensuring all administrative duties are performed to a high standard and within deadlines.
* Will undertake service desk responsibilities alongside supervisory duties, including responding to customer enquiries and resolving support issues as part of day-to-day operations
* Oversee the preparation and delivery of job reports and service invoicing
* Coordinate effective scheduling and communication of service jobs, including accommodation arrangements for Service Engineers when required.
* Ensure all service records are maintained accurately
* Coordinate the ordering of equipment and parts, track delivery timelines, and liaise with suppliers to ensure timely delivery.
* Monitor and assist with chasing customer Purchase Orders.
* Oversee the compilation and analysis of monthly service statistics and KPIs.
* Set team objectives, monitor performance, and conduct regular one-to-one reviews and appraisals.
* Provide training, support, and guidance to service desk team members to ensure continued development and adherence to best practices.
* Manage team workload, plan resource allocation, and ensure adequate service desk coverage at all times.
* Provide holiday and sickness cover on the service desk as required, maintaining support levels during periods of absence.
* Identify and implement process improvements to increase efficiency and accuracy within the service desk function.
* Ensure continuous improvement through feedback, customer service metrics, and internal audits.
* Maintain service quality standards and ensure compliance with company policies and industry regulations.
* Produce and present regular reports to senior management, providing insights into team performance, service trends, and operational issues.
* Act as the main point of contact between the service desk and other departments
* Manage escalations from internal stakeholders or customers in a timely and professional manner.
* Collaborate with field engineers to ensure jobs are adequately supported from an administrative perspective.
* Undertake any additional responsibilities as required by company
Skills & Experience
Essential:
* Proven experience in a service desk or service coordination role.
* Strong administrative and organisational skills with high attention to detail.
* Excellent communication and interpersonal abilities.
* Ability to manage a small team and delegate effectively.
* Good knowledge of MS Office (Word, Excel, Outlook)
* Ability to prioritise workload in a fast-paced environment and meet deadlines.
Desirable:
* Experience in a service environment.
* Familiarity with purchasing processes and supplier coordination.
* Previous leadership or supervisory experience.
Personal Attributes
* Proactive and solution oriented mindset.
* Team player with a collaborative approach.
* Professional and customer focused attitude.
* Willingness to take ownership and accountability.