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- Tasks: Lead the Service Desk team, manage escalations, and improve service efficiency.
- Company: Join SCC, Europe's largest privately-owned IT company, based in a state-of-the-art HQ.
- Benefits: Enjoy hybrid working, a competitive salary, and two paid volunteering days each year.
- Why this job: Be part of an inclusive culture focused on innovation and exceptional customer experiences.
- Qualifications: Experience in team leadership and customer service is essential; strong organisational skills are a must.
- Other info: SCC values diversity and offers career development opportunities for all employees.
The predicted salary is between 24000 - 32000 £ per year.
We are actively building diverse teams and welcome applications from everyone.
Location: Manchester (SCC operate hybrid working, which comprises of a mix of office and home working)
Contract Type: Permanent
Salary Package: Up to £28,000 per annum plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours: 9.00 am – 5.00pm (Monday –Thursday) & 9am - 4.30pm (Friday), 37 hours per week
Interview Process: 2-stage process
Why SCC?
- An inclusive workplace
- Excellent package: solid basic and company benefits
- Hybrid working & core hours in line with role requirements
- Career development and life-long learning opportunities
- Opportunity to join Europe's largest privately-owned IT Company
Role purpose:
As Service Desk Team Leader you'll be the first point of escalation for the Service Desk team, managing escalations to resolution in a timely fashion, and prioritising workload, whilst continually looking to improve service provision and efficiency.
Key responsibilities:
- Overseeing the desk to ensure all issues are dealt with promptly and effectively
- Take ownership and manage escalated queries to resolution, and provide feedback
- Conduct regular 1-2-1s with the team and provide feedback to manager
- Responsible for the day-to-day management of the service desk and their tasks
- Support and provide the team with the necessary skills to excel in customer service
- Prepare reports by collating, analysing and summarising information and trends
- Responsible for the quality of service delivered by the service desk to internal and external customers / departments
- Lead by example and demonstrate best practices
- Attend customer calls / meetings where necessary
- Escalate unresolved problems to manager
Skills and experience:
- Experience of leading/managing a small team
- Experience of working in a fast-paced customer service setting
- Understanding of systems and processes to guide and support the team effectively
- Be approachable and available for the team
- Strong organisational skills and attention to detail to work with team members and stakeholders
- Systematic & timely approach to incident management
SCC is Europe’s largest privately-owned IT business, based out of the new £7m HQ office in Birmingham, and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people, and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
We are an equal opportunities employer. SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief. If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
Service Desk Team Leader employer: SCC
Contact Detail:
SCC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Leader
✨Tip Number 1
Familiarise yourself with the latest trends in customer service management. Understanding current best practices will not only help you in the role but also impress during your interview.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed a team or resolved conflicts in the past. This will demonstrate your capability to lead the Service Desk team effectively.
✨Tip Number 3
Research SCC's company culture and values. Being able to articulate how your personal values align with theirs can set you apart as a candidate who truly fits into their inclusive workplace.
✨Tip Number 4
Prepare questions for your interview that reflect your interest in the role and the company. Asking insightful questions shows your enthusiasm and helps you gauge if SCC is the right fit for you.
We think you need these skills to ace Service Desk Team Leader
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and skills required for the Service Desk Team Leader position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your experience in managing teams and customer service settings. Use bullet points to make it easy to read and focus on achievements that demonstrate your leadership skills.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific examples of how you have successfully managed escalated queries and improved service efficiency in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the Service Desk Team Leader role.
How to prepare for a job interview at SCC
✨Showcase Your Leadership Skills
As a Service Desk Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed a team, resolved escalated issues, and improved service efficiency in previous roles.
✨Understand the Company Culture
Familiarise yourself with SCC's commitment to diversity and inclusion. Be ready to discuss how you can contribute to an inclusive workplace and support your team's development in line with the company's values.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer service challenges. Think of specific scenarios where you had to manage escalations or improve service delivery, and be prepared to share these experiences.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the role and the company. Inquire about the team's current challenges, opportunities for professional development, or how success is measured in the Service Desk team.
