Technical Support Team Leader

Job Purpose

To ensure the technical helpdesk is managed effectively and provides a high standard of service to our customers by managing your team’s workload and professionalism. 

Duties and Responsibilities

Manage the local helpdesk team, monitor call volumes and updates on direct reports, assist with pod management, liaise with sales/escalations and management on complaints and escalations as required. Duties include: - 

  • To ensure the smooth running of the local helpdesk team
  • To monitor call volumes and response times to ensure that service agreements are being met. If there is a shortfall, to look at how this can be solved.
  • To provide an escalation point for problematic support issues, and to manage the solution to its conclusion.
  • To monitor and address recurring customer support issues/problem areas.
  • To ensure that the Support function operates within standard TSG systems and that TSG operating procedures are adhered to. Also to define and implement common systems where appropriate.
  • To provide an escalation point for customer complaints and manage the solution via investigation, discussion and /or customer visits.
  • To ensure that support work carried out outside of contractual obligations is captured and appropriately charged.
  • To facilitate the internal change process, including acquisition integration. 

Collaboration and Relationships:

  • With Helpdesk Team Leaders – assist in the day to day running of the helpdesk and works as a team to deliver exceptional service and build a team ethic throughout the whole team.
  • With Technical Managers – assist in customer complaint resolution and resource/workload issues.
  • With sales – assist with customer queries and complaints and act as a point of escalation. 

Knowledge, Skills and Experience

Your qualifications

  • Degree or similar is desirable
  • Microsoft Technical qualifications are desirable
  • Excellent organisational skills
  • Robust people management and influencing skills
  • Ability to work under pressure to tight timescales
  • Excellent telephone manner
  • Excellent communication skills
  • Good logical/troubleshooting skills
  • Excellent customer facing skills
  • Excellent attention to detail
  • Experience in complaint resolution 

Your skills & knowledge 

  • Excellent organisational skills
  • Robust people management and influencing skills
  • Ability to work under pressure to tight timescales
  • Excellent telephone manner
  • Excellent communication skills
  • Good logical/troubleshooting skills
  • Excellent customer facing skills
  • Excellent attention to detail
  • Experience in complaint resolution

Your experience

  • Previous management experience and advantage
  • Minimum 3 years in a helpdesk environment
  • Minimum 3 years Microsoft server/desktop experience
  • Previous experience in conducting interviews and appraisals an advantage 

Your behaviours

  • Demonstrate a positive attitude daily with your team
  • Demonstrate a willingness to help your colleagues and customers
  • Demonstrate high levels of professionalism
  • Demonstrate a willingness to learn new technologies as they emerge
Closing Date: 
Friday, June 26, 2015 - 17:30
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