Help Desk Team Leader

Job Title: Helpdesk Team LeaderSalary: GBP40,000 - GBP45,000 Main Purpose of Role: The Help Desk Team Leader plays a pivotal role in driving quality, efficiency, and customer satisfaction by overseeing a team of 5 representatives. This position is integral to ensuring timely resolution of customer issues and contributing to the overall service strategy. Location/Branch: Reading/Hybrid - 5 days a week during probation moving to 2 days per week in office Position is Responsible for: Serving as an escalation point for customer issues and managing the service support team of 5 people.Main Duties:
Establish performance measures to meet and exceed Service Levels.Manage ticket queues and maintain a healthy average ticket age.Serve as an escalation point for customer issues, ensuring successful case closure and client satisfaction.Develop the capabilities of the Helpdesk team through skills growth and talent acquisition.Foster productive relationships with key personnel in strategic customer accounts.Maintain expertise required for industry-leading service and ensure appropriate training levels for partner accreditations.Person Specification:Ability to direct a team towards strategic objectives and maintain efficient timelines.Proven leadership skills in a team-oriented environment.Exceptional strategic thinking and problem-solving skills.Ability to negotiate conflict and maintain constructive relationships.Excellent communication skills, both verbal and written.Self-starter capable of meeting deadlines independently.Strong time management and attention to detail.First year goals include becoming familiar with company processes, exceeding performance measures, implementing training programs, enhancing customer satisfaction, and contributing to overall service strategy. Qualifications:
Formal education in Business, Electronics, or related field preferred.Preferred external training: Cisco Certifications (CCNA, etc.), AV Certifications (CTS, etc.), other relevant technologies. Relevant Experience:
Leadership experience in Helpdesk/Technical Customer Service environment desired.Minimum 5 years Helpdesk/Technical Customer Service experience preferred.Knowledge of AV Control systems and integrated room peripherals desired.
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