Service Desk Team Leader

Location Chippenham
Salary: £45000.0
Contact name: Paddy Malaj

Contact email: paddy.malaj@clearwaterps.com
Job ref: 5944
Published: 4 days ago
Our client is seeking a Service Desk Team Leader on a permanent basis. The Service Desk Team Leader will be working within a leading organization that supplies software for public transport to create a more convenient, safer, and pleasurable experience. The Service Desk Team Leader will be responsible for leading a team of engineers and forming a bridge between sales, project, and support, whilst focusing on customer retention and satisfaction.
Key Responsibilities for the Service Desk Team Leader:
  • Line manage, supervise and develop the Customer Care team.
  • Collaborate with various stakeholders including Sales, Project Management, and Development enhancing customer experience and products.
  • Evaluate and improve customer communication as well as service desk effectiveness.
  • Establish and maintain customer relationships.
  • Analyse customer data to improve customer experience.
  • Identify additional revenue opportunities, gaps, and enhancements through regular client engagement and reviews.
  • Become a trusted advisor and advocate for customer stakeholders.
Skills Required for the Service Desk Team Leader:
  • Strong problem-solving and analytical abilities
  • Intermediate knowledge of MS Office suite
  • Intermediate knowledge of JIRA, Remedy, Salesforce, or similar IT service management tools
  • Previous experience in software deployment or IT service management
  • Consistently professional, confident, and calm attitude to challenging situations.
  • Clear communication skills with a good telephone manner
  • Supportive and helpful team player with a flexible and positive attitude.
If this role is of interest, please apply for additional information.