Service Desk Team Lead

IT Service Desk Team Leader - Fully Remote - £32k

2 nd Line Support | SaaS | Google Workspace | Documentation | ZenDesk | Customer Service

Salary:  £32,000

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 2 nd 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 1 st 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 2 nd line and support 1 st 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 1 st and 2 nd line level and a desire to work at 3 rd 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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