Tech Team Leader – Helpdesk Function
Our client, a leader in their field, is looking to recruit a Tech Team Leader to work within the Helpdesk function. This is a key recruit for the business, with overriding responsibility for the effective monitoring, evaluation and training of the 1st and 2nd line customer support team, assessing the customer journey and implementing positive change. This is an excellent opportunity to join a superb customer‑centric business where you will be valued and given full support within your role.
This is a fully office‑based role. You will interact daily with various teams and the office presence is vital for team support. In return, you will receive an excellent salary, free onsite parking, private healthcare, a good pension scheme and a birthday off. This is a great company to work for with very strong values that invest in staff and offer an excellent culture.
Duties & Responsibilities
- You will evaluate the customer journey, assess current processes and make recommendations for change, implementing new ideas.
- Identify customer pain points, working with 1st and 2nd line support teams to deal with specific challenges while also being a key point of contact for customers to ensure a satisfactory conclusion.
- Lead, support and mentor your small team to ensure productivity is consistently high.
- Ensure exceptional customer service levels are achieved and report on these to the Senior Leadership Team.
- Work collaboratively cross‑functionally across the business to review and identify coaching and training needs for the teams.
- Design QA‑based coaching and training materials to continually assess and improve customer experience and track outcomes on an ongoing basis.
- Ensure any feedback is acted on through coaching to improve quality.
- Be involved with ad‑hoc projects relating to QA and training.
Skills & Experience required
- Experience within a similar Tech Lead role is essential.
- You have leadership or supervisory experience, able to analyse the performance of a team effectively and report on KPIs.
- Able to analyse performance, assess KPIs and provide training and coaching to support this.
- You have excellent communication skills, able to build relationships both with customers and cross‑functionally across the business.
- You have strong decision‑making skills, are tenacious in your approach and proactive.
- Excellent reporting skills to provide effective performance‑led reporting.
- You understand what excellent looks like within customer service and 1st line support and will thrive delivering on this to a wider team.
- Excellent attention to detail and accuracy within all areas of your work.
We are looking for candidates who have the specific experience outlined above and without this, your application will not be considered. This role is available now and we are looking for interested candidates to apply immediately.
Seniority level
Associate
Employment type
Full‑time
Job function
Information Technology and Management
Industry
IT Services and IT Consulting
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