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- Tasks: Lead and supervise the Service Desk team to ensure top-notch customer service.
- Company: Join a dynamic tech company focused on delivering exceptional customer support.
- Benefits: Enjoy a collaborative work environment with opportunities for growth and development.
- Why this job: Make a real impact by improving customer satisfaction and team performance.
- Qualifications: 5-7 years in customer service technology with strong leadership skills required.
- Other info: Ideal for those who thrive in fast-paced, high-pressure situations.
The predicted salary is between 36000 - 60000 £ per year.
Minimum Qualifications: Experience: 5-7 years in customer service technology, with Lead experience. Skills : Strong communication, problem-solving, and organizational skills; ability to manage multiple tasks in high-pressure situations. Education : High school diploma required; college degree preferred. Key Responsibilities: Supervise and Manage Team : Oversee the Service Desk team’s performance, ensuring timely resolution of Incidents and Service Requests, and adherence to HR and IS policies. Performance Reviews : Conduct annual and semi-annual performance evaluations for Support Analysts, providing guidance and feedback for improvement. Incident Management : Monitor and prioritize Incidents, ensuring SLAs are met, quality is maintained, and escalations are handled appropriately. Customer Satisfaction : Follow up on customer dissatisfaction to identify issues and opportunities for service improvement. Collaboration & Reporting : Work with the Service Desk Manager to improve team performance, document activities, and generate reports as needed.
Service Desk Team Lead employer: L&G Recruitment
Contact Detail:
L&G Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead
✨Tip Number 1
Make sure to highlight your leadership experience in customer service technology. Share specific examples of how you've successfully managed a team and resolved conflicts, as this will demonstrate your capability to oversee the Service Desk team.
✨Tip Number 2
Prepare to discuss your problem-solving skills in detail. Think of instances where you effectively prioritized incidents and met SLAs, as this will show that you can handle high-pressure situations while maintaining quality.
✨Tip Number 3
Familiarize yourself with common customer satisfaction metrics and be ready to talk about how you've used feedback to improve service. This will align well with the role's focus on customer satisfaction and service improvement.
✨Tip Number 4
Demonstrate your organizational skills by discussing how you manage multiple tasks and projects simultaneously. Providing concrete examples will help illustrate your ability to keep the team on track and meet deadlines.
We think you need these skills to ace Service Desk Team Lead
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasize your 5-7 years of experience in customer service technology, particularly any leadership roles you've held. Use specific examples to demonstrate your ability to manage a team and resolve incidents.
Showcase Your Skills: Clearly outline your strong communication, problem-solving, and organizational skills. Provide examples of how you've successfully managed multiple tasks in high-pressure situations to illustrate your capabilities.
Detail Your Educational Background: Include your educational qualifications, especially if you have a college degree. If you only have a high school diploma, mention any relevant certifications or training that could enhance your application.
Tailor Your Application: Customize your cover letter and CV to align with the key responsibilities listed in the job description. Mention your experience with performance reviews, incident management, and customer satisfaction initiatives to show you're a perfect fit for the role.
How to prepare for a job interview at L&G Recruitment
✨Showcase Your Leadership Experience
Be prepared to discuss your previous leadership roles in customer service technology. Highlight specific examples where you successfully managed a team, resolved conflicts, or improved team performance.
✨Demonstrate Problem-Solving Skills
Expect questions that assess your problem-solving abilities. Share instances where you effectively handled high-pressure situations and how you prioritized tasks to meet SLAs.
✨Emphasize Communication Skills
Strong communication is key for this role. Practice articulating your thoughts clearly and concisely. Be ready to explain how you provide feedback and conduct performance reviews.
✨Prepare for Customer Satisfaction Scenarios
Think of examples where you followed up on customer dissatisfaction. Discuss how you identified issues and implemented improvements to enhance service quality.
