IT Service Desk Team Leader - Fully Remote - GBP32k
2nd Line Support | SaaS | Google Workspace | Documentation | ZenDesk | Customer Service
Salary: GBP32,000
Location: Fully Remote
Are you an experienced Service Desk professional, looking for a new challenge in your career? Do you have demonstrable experience of resolving 2nd line issues to help with the running of an efficient and effective helpdesk? Have you previously acted as a technical escalation point for any issues arising that can't be solved at 1st line level? Interested in working for an innovative and fast growing company who support the development of your career? If so, I have a fantastic opportunity for you!
I'm looking to speak with individuals who have a solid understanding of SaaS products and services. You will be able to demonstrate that you can motivate a team to deliver the highest levels of customer service. You must be able to create and maintain customer support documentation, troubleshooting guides and knowledge based articles.
Key Responsibilities
Improve customer satisfaction by streamlining processes and improving response times
Deal with tickets escalated to 2nd line and support 1st line tickets as an when required
Lead a small team of remote customer support representatives over different time zones
Optimise the support desk tool, identifying software issues and enhancements
Produce and maintain customer support documentation
Provide customer feedback to the product development team and propose solutions
Carry out regular performance reviews with the Service Desk team
Recognise how AI advancements can help address customer questions more efficiently
The Ideal Candidate
Previous helpdesk experience, preferably in a technology or SaaS environment
Strategic and analytical thinker who can drive continuous improvement
Strong leadership and problem solving capabilities
Excellent communication, organisational and collaborative skills
Able to handle and prioritise multiple tasks at once
Desired experience with:
SaaS
Google Workplace
Google Chrome Extensions
Front End ticketing systems such as ZenDesk, FreshDesk or Zoho Desk
Resolving tickets at 1st and 2nd line level and a desire to work at 3rd line level
If you would like to be considered for this role, apply below or get in contact with Andrew Rose for further details.
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