At a Glance
- Tasks: Lead and mentor a dynamic helpdesk team to ensure top-notch IT support.
- Company: Join XMA, a forward-thinking company in Livingston with a vibrant culture.
- Benefits: Enjoy a competitive salary, work-life balance, and opportunities for professional growth.
- Other info: Flexible working hours with a focus on team development and performance.
- Why this job: Make a real difference by driving incident resolution and enhancing customer satisfaction.
- Qualifications: Proven leadership skills and experience in IT support are essential.
The predicted salary is between 28350 - 34650 £ per year.
XMA in Livingston is seeking an IT Support Team Leader to mentor and manage a busy helpdesk team of 10–12.
You will drive incident resolution, coach staff and maintain strong customer relationships to ensure SLAs are met.
The role requires overseeing 1–2–1s and performance reviews, with responsibilities across phone, email and ticket-system communications.
Working hours are Monday–Friday, 8.5 hours between 7am and 6pm.
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IT Support Team Lead: Coach 10-12, Drive SLA in Livingston employer: The Channel Recruiter
As a leading IT reseller based in Central London, we pride ourselves on fostering a vibrant work culture that encourages innovation and collaboration. Our employees benefit from competitive salaries, uncapped commission, and comprehensive support for personal and professional growth, making it an ideal environment for those looking to thrive in technology sales. Join us to be part of a dynamic team where your contributions are valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Team Lead: Coach 10-12, Drive SLA in Livingston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Channel Recruiter. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Channel Recruiter before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace IT Support Team Lead: Coach 10-12, Drive SLA in Livingston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Channel Recruiter:Your cover letter is your chance to shine! Tell us why you want to work at The Channel Recruiter specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Channel Recruiter!
How to prepare for a job interview at The Channel Recruiter
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
