Lead the Service Desk team to deliver exceptional customer support, resolve complex issues and escalations, and drive consistently strong SLA performance.
About ROCC
With more than 40 years’ experience, we are independently owned, dynamic, and adaptable, driven by a simple collective goal: to be the UK’s leading supplier of housing maintenance software solutions.
Our reputation is built on long-standing client partnerships founded on reliability, flexibility, and transparency. This commitment has helped us maintain 100% customer satisfaction among our local authority, housing association and maintenance clients.
Our people are at the heart of this success. We’re proud of our hugely supportive and collaborative team, where colleagues feel valued, thrive, and shape their careers around what works for them. Our MD started in the service desk.
The Role
Reporting to the Head of Customer Success, the Service Desk Lead bridges application support, issue resolution and customer-focused service delivery. You’ll also provide account management support when needed and work alongside our delivery and development teams, using your customer knowledge to add value.
You’ll play a central role in the ROCC Service Desk, leading both the team and complex customer escalations, driving SLA performance and maintaining consistently high standards of service.
Whatever the situation, your focus will be the same: delivering exceptional outcomes for our customers.
Key Responsibilities Include:
- Lead and motivate the team to ensure customer issues are resolved within SLA’s.
- Own critical customer escalations, acting as the key customer contact through investigation to resolution.
- Run monthly customer ticket and service reviews, including occasional on-site customer visits, typically around every six weeks.
- Remain hands-on, stepping in to resolve issues on the Service Desk when required.
- Drive cross-team resolution, working closely with Development/Third Line, Delivery and the Head of Customer Success to ensure actions are progressed and issues resolved.
- Lead day-to-day Service Desk activities, including team stand-ups, ticket analysis, workload prioritisation and performance monitoring.
About You
- Proven Service Desk leadership experience, with a strong focus on team performance.
- Hands on application support experience and confidence resolving customer issues.
- Good technical understanding of servers, networks and infrastructure. Familiarity with IIS, Apache, APIs or SQL would be a bonus.
- Confident and resilient with customers, including handling difficult conversations and escalations.
- Organised, assertive and proactive, with strong prioritisation skills and integrity.
- Based in the UK, prepared to travel to client site and with full rights to work. We cannot sponsor for this role.
What We Offer
- Customer Centric: customer success is at the heart of everything we do, so our service desk is pivotal.
- Collaboration: a team environment where every voice is heard.
- Culture: family feel, with a leadership style that is very people centric. Everyone has a voice.
- Ownership: of the team and customer issues, with the autonomy to drive decisions and resolutions.
- Stability: privately owned, financially stable. Many of the team have long tenures.
- Progression: our MD and Head of Customer Success both started in the service desk.
Salary & Hours
- Performance-related bonus
- Company Pension and Life Assurance
- 25 days holiday, plus bank holidays, your birthday and one day per year paid volunteering leave
#J-18808-Ljbffr
Contact Details:
ROCC Housing Technology Solutions Recruitment Team
