About the role;
As a 1st Line Service Desk Team Leader, your role will be to ensure our Service Desk Agents are managed effectively. Through managing the team’s workload, performance, and development you will ensure our customers are receiving a consistently high standard of service at each and every touch point. To be successful in this role you will come from a technical service desk background, where you have led teams whose primary responsibility is to handle incidents and requests efficiently, ensuring a resolution is achieved in the quickest possible timeframe for the customer.
This is a hybrid role so you will be expected to work from our office a few days per week for regular team collaboration time.
Who are we?
TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission.
Why should I work for TSG?
It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 100 Best Large Companies’ and one of the ‘Top 50 Technology Companies’ to work for. In addition, we have been awarded a 2-star accreditation for ‘Outstanding’ employee engagement.
Here’s why;
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Our open and honest culture where feedback is taken on-board and acted upon
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The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
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Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have another amazing all staff festival arranged for 2022
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Two paid CSR days per annum that you can use towards giving something back
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Our charity fundraising - TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’
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Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
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Flexible working policy
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Relaxed dress policy
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Excellent progression opportunities, training, and support, including recognised qualifications
Responsibilities will include, but are not limited to;
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Ensure Service Desk Agents are working at optimum productivity levels, setting KPIs that drive performance and ensuring that they are delivering the best customer experience possible
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Monitor ticket volumes and response times to ensure that service level agreements are being met
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Provide an escalation point for problematic support issues, and to manage the solution to its conclusion, involving other teams and 3rd party companies if necessary
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Ensure TSG Voice of the Customer data is reviewed regularly and any feedback from the customer is actioned
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Identify and address recurring customer support issues and problem areas
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Assist the Service Desk Manager with customer complaints; incident investigations and reports, and customer visits where required
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Support the problem management process as required
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Ensure that support work carried out outside of contractual obligations is captured and appropriately charged
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Coach, mentor and develop team members to maximise their potential
Knowledge, Skills & Experience;
Essential
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Excellent organisational skills
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Robust people management and influencing skills
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Ability to work under pressure to tight timescales
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Innovation in finding solutions and resilience in overcoming setbacks
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Excellent telephone manner
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Excellent communication skills
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Good logical troubleshooting skills
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Excellent customer facing skills
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Excellent attention to detail
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Experience in complaint resolution
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Experience in customer services environment with passion for delivering exceptional customer experience
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Previous experience working in a technical service desk environment
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Previous experience in a leadership role
Desirable
What’s in it for you?
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Up to 31k + Bonus
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25 days annual leave
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Life assurance
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Contributory pension scheme with employer contribution of 4%
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Perkbox discounts
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Company sick pay
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Income protection cover
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Enhanced Maternity and Paternity pay
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Flexible home-based opportunities
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Long service benefits including increased annual leave accrued with service
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Flexible working day policy
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Relaxed dress policy
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Cycle to work scheme
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Employee recognition scheme
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Fantastic company culture including regular team building events
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Excellent progression opportunities and training support, including recognised qualifications
If this sounds like the role for you, please apply today to be considered.