Service Desk Team Leader

Our Support Services team play a pivotal role within the Microlise Group, ensuring a speedy and professional response to issues and incidents, whilst delivering the highest level of support to customers. We achieve this with our great employees who continue to support, develop and deploy innovative, industry-leading technology solutions and services that enable our customers to optimise fleet utilisation and driver performance, to reduce costs and to improve service delivery.

As our new Service Desk Team Leader, we are looking for someone to motivate and drive team performance; who are responsible for delivering technical and functional support to our global customer base. We are looking for an innovative team leader who can join us to challenge to status quo, whilst encouraging and driving a customer first mind-set within the team. This is an exciting opportunity for a customer focused individual, with a technical background and drive to succeed!

What you'll be doing:

• Lead, motivate and develop the team, encouraging a constant focus on progressive improvements to our customer satisfaction
• Daily reporting and management of all incidents in progress and aligning technical resource when required, ensuring daily incident update targets are met
• Oversee and manage incident resolutions within SLA across your team
• Monitor, track and drive incident investigation, diagnosis and resolution in order to exceed/meet Service Level Agreements
• Lead and work across departments at a highly technical level and communicate to development teams and key stakeholders, in a way that will allow them to hit the ground running on urgent issues
• Standardise work practices and processes, developing CSI and quality culture
• Promote service excellence and work on an ITIL structure throughout
• Supports regular SLA/KPI performance data gathering and the determination of remedial/corrective action
• Maintain an intimate awareness and understanding of incidents allowing effective communication with senior management customers, managing expectation of key stakeholders
• Working closely with other departments including but not limited to all ITIL areas and Development to provide technical support, complete technical investigations and make ongoing improvements to processes and procedures
• Proactively arrange chair and minute meetings for investigations and resolutions with internal and external customers
• Write and contribute to technical documentation including knowledge articles, diagnostics and standard fixes/known issues

Do you have experience in Root cause analysis?, We're seeking someone who is not only technically capable, but also passionate about people, service excellence and continuous improvement. The ideal candidate will bring:

• Proven experience in a customer support leadership role (e.g., Service Desk Team Leader, Support Supervisor or similar)
• Strong people-leadership skills, confident in coaching, holding 121s, developing PDPs and building a positive team culture
• A customer-obsessed mindset with the ability to empower the team to deliver exceptional service at every touchpoint
• Excellent communication skills, able to translate technical concepts clearly for non-technical audiences
• Demonstrable experience overseeing complex technical incidents through to resolution, ensuring quality and consistency
• A solid understanding of ITIL principles and practical experience applying them within a support environment.
• A good grounding in technical support environments, with exposure to troubleshooting, incident management and root-cause analysis
• Experience with technologies such as SQL Server (highly advantageous), APIs, diagnostics or similar technical tooling
• A proactive, solutions-focused approach with the confidence to challenge the status quo and implement improvements
• Natural leadership presence, with the ability to influence, engage and drive performance
• Strong organisational and prioritisation skills, especially under time pressure
• High levels of accountability, someone who leads by example and instils the same in their team.

Why Microlise? When your groceries arrive at your door or you sign for your online parcel, one or more of our software, telematics or proof-of-purchase solutions has probably been used. Our solutions deliver value to many of the UK's leading grocery retailers and food logistics providers as well as to household names including JCB, Eddie Stobart, Carlsberg, Waitrose and Tesco. Proudly Midlands-based, Microlise has been operating for over thirty years, and recently became a Publicly Listed Company with shares trading on the London Stock Exchange. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people. * Full support and training to ensure you are well equipped to succeed in your role * Private medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more * 33 days holiday, including bank holidays, increasing year on year to 38 days, then further increases with length of service * Life Assurance, 4 times your annual salary * Free Costco membership, 20% off EE mobile and line rental, and other discounts with Reward Gateway * Invested in employee health and well-being with over 20 mental health first aiders in the business * Employee Assistance Programmes * Great staff extras: Easter eggs, yearly BBQ, Christmas gifts, annual staff awards and many more incentives * Free Microlise Cresswell Racing Tickets, support British Superbikes * Executive Box at Motorpoint Arena Nottingham * Great Place to Work certified - We have been recognised by the global authority on workplace culture, so come be a part of our success * Best Workplace in the UK for Development, Technology, Wellbeing and Women