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- Tasks: Lead a team of service desk engineers to deliver top-notch customer support.
- Company: Join Spectrum IT Recruitment, a dynamic agency focused on tech talent.
- Benefits: Enjoy a hybrid work model with flexibility and opportunities for professional growth.
- Why this job: Be part of a supportive culture that values accountability and continuous improvement.
- Qualifications: Experience in customer support leadership, preferably in IT or POS sectors.
- Other info: Opportunity for personal development through training and certifications.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a motivated and results-oriented Team Lead to join and guide our Customer Support team. In this role, you will oversee a small group of service desk engineers, ensuring they deliver exceptional service and resolve customer issues related to both hardware and software. You will play a critical part in troubleshooting escalations, onboarding and training new team members, maintaining service levels, and driving team accountability. The role involves managing urgent support needs outside of core business hours, maintaining service continuity, and ensuring issues are triaged and addressed promptly. Success in this area requires flexibility, clear communication, and a strong sense of ownership.
Key Responsibilities
- Lead, support, and motivate a team of Service Desk Engineers to meet performance expectations and deliver high-quality support.
- Manage recruitment, training, onboarding, and performance reviews in line with company policies.
- Assist in handling escalated customer issues and guide the team in diagnosing and resolving complex technical problems.
- Monitor and report on team metrics, SLAs, and KPIs, ensuring targets are consistently met and improvement opportunities are identified.
- Maintain and improve documentation, databases, and internal systems, sharing best practices and streamlining team workflows.
- Ensure adherence to company policies, procedures, and relevant compliance standards.
- Organise and prioritise workloads effectively to align with business goals and customer needs.
- Participate in personal and professional development through training, coaching, and relevant certifications to stay current with industry trends and technology.
- Champion a culture of accountability by tracking team performance and making data-driven decisions to adjust strategies when necessary.
Qualifications and Experience
- Demonstrated experience in a customer or technical support leadership role, ideally in the POS or IT sector.
- Strong understanding of SLA/KPI management and familiarity with OKR frameworks.
- Proven ability to lead performance evaluations, team development, and continuous improvement initiatives.
- Experience with point-of-sale (POS) systems and software deployment processes is a plus.
- Excellent interpersonal and communication skills, with a collaborative and proactive leadership style.
- Strong organisational, analytical, and time management abilities.
Contact Detail:
Spectrum IT Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Lead
✨Tip Number 1
Familiarise yourself with the latest trends in customer support and service desk management. Understanding current best practices will not only help you during interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with professionals in the IT and customer support sectors. Engaging with others in the field can provide valuable insights and potentially lead to referrals, which can significantly boost your chances of landing the job.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams and resolved escalated issues in previous roles. Being able to articulate your leadership style and problem-solving skills will set you apart from other candidates.
✨Tip Number 4
Showcase your understanding of SLAs and KPIs by being ready to discuss how you've managed these metrics in past positions. This knowledge is crucial for the Service Desk Lead role and will highlight your suitability for the position.
We think you need these skills to ace Service Desk Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support leadership roles. Emphasise your skills in managing teams, handling escalated issues, and meeting SLAs/KPIs, as these are crucial for the Service Desk Lead position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your motivation for the role and your understanding of the company's needs. Mention specific examples of how you've successfully led teams and improved service delivery in previous positions.
Highlight Relevant Experience: In your application, focus on your experience with point-of-sale systems and any technical support roles you've held. This will demonstrate your familiarity with the industry and your ability to handle complex technical problems.
Showcase Leadership Skills: Illustrate your leadership style and how you motivate and develop team members. Provide examples of how you've championed accountability and driven performance improvements in past roles.
How to prepare for a job interview at Spectrum IT Recruitment
✨Showcase Your Leadership Skills
As a Service Desk Lead, you'll need to demonstrate your ability to motivate and support a team. Prepare examples of how you've successfully led teams in the past, focusing on your approach to performance management and team development.
✨Understand SLAs and KPIs
Familiarise yourself with the concepts of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Be ready to discuss how you have managed these metrics in previous roles and how you plan to ensure targets are met in this position.
✨Prepare for Technical Scenarios
Expect to face questions about troubleshooting complex technical problems. Brush up on common issues related to hardware and software, and be prepared to explain your thought process in diagnosing and resolving these challenges.
✨Demonstrate Flexibility and Communication
The role requires managing urgent support needs outside of core hours. Highlight your experience in handling such situations and emphasise your communication skills, especially in high-pressure scenarios where clear information is crucial.
