IT Customer Service Desk Team Leader

Competitive plus benefits
20 Jul 2021
22 Jul 2021
Job Role
Contract Type
Full Time

IT Service Desk Team Leader / Technology Customer Service Desk Team Lead / Customer Service Team Lead

For over three decades our purpose hasnt changed: we are here to make a positive difference to the lives of all. Through the exceptional products, services and value we offer is what sets us apart. At Specsavers we promise to make you feel good, smart and cared for. To support this promise we offer competitive salaries, excellent bonuses, medical and dental care.

We currently have an opportunity for a Team Leader to join our Service Desk team based in Whiteley. Your main responsibility will be to drive down the volume and duration of our customers IT problems. In addition, you will:

  • Lead a group of analysts who support customers based off site, in store and in our offices for both 1st and 2nd tier queries
  • Coordinate teams of technical experts, 3rd parties, internal teams and business owners to find solutions and facilitate resolve for incidents
  • Articulate technical challenges and provide end to end IT service of current impact or problems, communicating with senior leaders on status
  • Regularly review service desk processes to ensure they are fit for purpose and that support our customer needs. Making recommendations where improvements are identified

To be successful, you will have/be:

  • Experience within a busy, high volume service desk environment
  • Experience of leading and influencing a team and collaborate with senior leaders and 3rd parties
  • Demonstrative technical experience in dealing with 1st and 2nd line queries and identifying the right solutions with a customer focussed mindset
  • Ability to think outside the box, using your initiative to look at the bigger picture to provide solutions that will benefit the customer
  • Excellent people skills and the proven ability to train, mentor and upskill high performing teams

If you are looking for your next career move and keen to inspire a team with a company that will allow you to make your mark were here waiting! This role requires some weekend work and is based in our Whiteley office.