At a Glance
- Tasks: Lead a dynamic team to enhance customer success and resolve technical issues.
- Company: Join V4One, a fast-growing tech company with a vibrant culture.
- Benefits: Enjoy competitive salary, 28 days holiday, gym membership, and flexible work options.
- Other info: Comprehensive learning support and excellent career progression opportunities await you.
- Why this job: Make a real impact in a high-growth environment while developing your leadership skills.
- Qualifications: Experience in service desk roles and strong problem-solving skills required.
The predicted salary is between 50000 - 65000 £ per year.
Employment Type: Full Time, Hybrid and Field based
Industry: MSP, Managed Services, IT Sales, Software sales
Salary: Competitive
About V4One:
V4One is a dynamic and rapidly expanding technology company with over a decade of success. Based in the West Midlands, V4One specializes in delivering Telecoms, Managed IT, and Security Solutions, primarily targeting mid to large‑sized businesses. The company's expertise spans both the Australian and UK markets, reflecting its international reach and versatility. Over the years, V4One has achieved significant organic growth, acquiring over 5,900 clients within the SMB (Small and Medium Business) and Consumer sectors.
Role Summary:
- Responsible for managing complex technical issues within our service desk & aftercare team for key accounts.
- Support and guide Helpdesk colleagues to improve first‑time resolution rates.
- Meet and aim to exceed SLA and KPI targets through individual and team performance.
- Lead service improvement initiatives and manage any operational threats or risks proactively with wider stakeholders.
- Train and mentor team colleagues.
- Serve as the lead face for aftercare, representing the business to all existing customer accounts.
- Create, foster, and nurture a positive and motivated work environment while maintaining a strong culture of accountability.
- Ensure that field‑tech colleagues consistently promote a company‑first and teamwork‑driven mindset.
- Encourage an open‑minded approach and strong execution, recognising those who excel with company rewards and benefits.
- Ensure that all field‑tech colleagues maintain excellent documentation and issue initiatives that benefit both the business and the field‑tech colleagues.
- Foster close coordination on site visit items, resolving obstacles to mutual satisfaction.
- Design a 5‑day‑ahead calendar plan for both you and the colleagues you manage.
- Continuously think of and devise new documentation for client accounts or internal colleagues.
- Participate proactively in helping marketing secure successful client case studies.
Qualifications & Experience:
- Proven progression within a Service Desk or Technical Operations role.
- Experience in technical customer engagement and triage.
- Consistent achievement of SLA targets.
- Familiarity with ITIL processes (Incident & Problem Management).
- Experience mentoring or coaching team members.
- Experience with PSA, RMM, MDM and CRMs.
- Experience with all aspects of Microsoft 365, both applications and administration.
- Experience supporting PCs, Laptops, Mobiles, Printers and other end user hardware.
- Strong knowledge with Microsoft Windows 10 and 11.
- Strong knowledge within an MSP supporting varied clients.
Skills:
- Strong problem‑solving and analytical thinking.
- Excellent communication tailored to varied audiences including company executives.
- Effective planning and time management.
- Ability to explain technical concepts to non‑technical users.
- Proficient in ITSM tools and adaptable under pressure.
- Quick understanding of client environments and industries.
- Commitment to team development and service improvement.
Desirable Certifications and Experience:
- Leadership or management training.
- Knowledge of Linux operating systems.
- Experience providing field based on site support and installations.
What’s in it for you:
- Comprehensive learning support, with fully funded courses and certifications.
- Company‑supplied tools & workwear.
- 28 days paid holiday including bank holidays.
- Excellent progression opportunities for those demonstrating leadership qualities.
- Free on‑site parking at our offices.
- Company supplied lunches at our offices.
- Additional holidays and performance bonuses to colleagues who go above & beyond.
- Flexible work arrangements tailored to the needs of high‑performing colleagues.
- Gym membership paid for fitness enthusiasts.
Ready for your next opportunity? Apply today!
Senior Customer Success Lead – Hybrid, High-Growth MSP employer: V4One
V4One is an exceptional employer that fosters a dynamic and supportive work culture, offering comprehensive learning support and fully funded courses to enhance employee growth. With a focus on teamwork and accountability, employees enjoy flexible work arrangements, competitive salaries, and unique benefits such as company-supplied lunches and gym memberships, all while being part of a rapidly expanding technology firm in the vibrant West Midlands.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Lead – Hybrid, High-Growth MSP
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research V4One and understand their services and culture. Tailor your answers to show how your experience aligns with their goals, especially in customer success.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can set you apart from other candidates. Mention something specific from your conversation to remind them of your fit for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at V4One.
We think you need these skills to ace Senior Customer Success Lead – Hybrid, High-Growth MSP
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in service desk roles and technical customer engagement. We want to see how your skills align with our needs at V4One!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve met or exceeded SLA targets and improved team performance. We love seeing quantifiable results that demonstrate your impact!
Be Personable:Remember, we’re looking for someone energetic and charismatic! Let your personality shine through in your application. A friendly tone can make a big difference in how we perceive you.
Apply Through Our Website:For the best chance of success, apply directly through our website. It’s the easiest way for us to keep track of your application and ensures you don’t miss any important updates from our team!
How to prepare for a job interview at V4One
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around ITIL processes and Microsoft 365. V4One is looking for someone who can handle complex technical issues, so be ready to discuss your experience in detail.
✨Showcase Your Leadership Skills
Since this role involves leading a team, prepare examples of how you've mentored or coached colleagues in the past. Highlight any initiatives you've led that improved team performance or client satisfaction.
✨Understand the Company Culture
Familiarise yourself with V4One's values and work environment. They’re keen on fostering a positive atmosphere, so think about how you can contribute to that culture and keep the team motivated.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to manage operational risks. Think of specific scenarios where you successfully resolved issues or improved service delivery, as these will demonstrate your fit for the role.
