Service Desk Team Leader
Role details
Job location
Tech stack
Job description
OverviewOur 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 the 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 doingLead, motivate and develop the team, encouraging a constant focus on progressive improvements to our customer satisfactionDaily reporting and management of all incidents in progress and aligning technical resource when required, ensuring daily incident update targets are metOversee and manage incident resolutions within SLA across your teamMonitor, track and drive incident investigation, diagnosis and resolution in order to exceed/meet Service Level AgreementsLead 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 issuesStandardise work practices and processes, developing CSI and quality culturePromote service excellence and work on an ITIL structure throughoutSupports regular SLA/KPI performance data gathering and the determination of remedial/corrective actionMaintain an intimate awareness and understanding of incidents allowing effective communication with senior management customers, managing expectation of key stakeholdersWorking 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 proceduresProactively arrange chair and minute meetings for investigations and resolutions with internal and external customersWrite and contribute to technical documentation including knowledge articles, diagnostics and standard fixes/known issuesWhat we're looking forWe'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 cultureA customer-obsessed mindset with the ability to empower the team to deliver exceptional service at every touchpointExcellent communication skills, able to translate technical concepts clearly for non-technical audiencesDemonstrable experience overseeing complex technical incidents through to resolution, ensuring quality and consistencyA solid understanding of ITIL principles and practical experience applying them within a support environmentA good grounding in technical support environments, with exposure to troubleshooting, incident management and root-cause analysisExperience with technologies such as SQL Server (highly advantageous), APIs, diagnostics or similar technical toolingA proactive, solutions-focused approach with the confidence to challenge the status quo and implement improvementsNatural leadership presence, with the ability to influence, engage and drive performanceStrong organisational and prioritisation skills, especially under time pressureHigh 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.Benefits and additional informationFull support and training to ensure you are well equipped to succeed in your rolePrivate medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more33 days holiday, including bank holidays, increasing year on year to 38 days, then further increases with length of serviceLife Assurance, 4 times your annual salaryFree Costco membership, 20% off EE mobile and line rental, and other discounts with Reward GatewayInvested in employee health and well-being with over 20 mental health first aiders in the businessEmployee Assistance ProgrammesGreat staff extras: Easter eggs, yearly BBQ, Christmas gifts, annual staff awards and many more incentivesFree Microlise Cresswell Racing Tickets, support British SuperbikesExecutive Box at Motorpoint Arena NottinghamGreat Place to WorkTM certified - We have been recognised by the global authority on workplace culture, so come be a part of our successBest Workplace in the UKTM for Development, Technology, Wellbeing and Women#J-18808-Ljbffr Similar jobs, A leading logistics provider in Hucknall seeks an Operations Manager to drive operational efficiency and lead a diverse team. 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