About the Role: Are you an experienced leader with a strong background in customer service desk support / remote support and service desk management? We are looking for a Service Desk Operations Supervisor / Manager to oversee the efficient delivery of technical support services, training systems, and customer service operations within our Remote Support team. This role is pivotal in ensuring seamless service delivery across the business while fostering a high-performance, customer-focused culture. You will be responsible for supervising and supporting team leaders, and a wider team ensuring customer incidents are resolved efficiently, onboarding new employees, and improving processes to drive continuous service enhancement. If you thrive in a fast-paced environment and have the technical expertise to manage complex issues while leading a team, we want to hear from you Key Responsibilities: Team Leadership & Development: Supervise and support team leads in training, mentoring, and managing remote support agents. Set performance expectations, KPIs, and goals to maintain a high standard of service. Conduct regular performance reviews, provide constructive feedback, and support career progression. Foster a collaborative, customer-focused culture within the team. Service Desk & Operations Management: Oversee day-to-day operations of the remote support team, ensuring service efficiency and quality. Ensure incidents are logged, tracked, and resolved within agreed SLAs and KPIs. Coordinate and manage escalations, collaborating with internal teams for swift resolution. Monitor workflows to drive consistency and efficiency across support functions. Customer Satisfaction & Issue Resolution: Ensure high levels of customer service and satisfaction through proactive issue resolution. Address escalated customer concerns and ensure timely follow-ups. Analyse customer feedback and incident trends to identify improvement opportunities. Process Improvement & Reporting: Continuously assess support processes, identifying areas for efficiency and automation. Work with the overall Manager to implement best practices and new technologies. Generate performance reports on KPIs, customer feedback, and incident resolution trends. Analyse team performance data to enhance service delivery. Cross-Functional Collaboration: Work closely with technical and product teams to resolve recurring issues and enhance support offerings. Provide feedback to internal teams on customer pain points to drive operational improvements. Collaborate with other service managers to align support practices and improve efficiency. What We're Looking For: Proven leadership experience in a service desk, IT support, or technical support environment. Strong understanding of remote troubleshooting and service desk operations. Demonstrated people management skills, with the ability to lead and develop a team. Excellent problem-solving and analytical abilities with a proactive approach to issue resolution. Experience working with SLAs, KPIs, and customer satisfaction metrics. Outstanding communication skills (written and verbal) with a customer-centric mindset. Ability to drive process improvements and implement change within a support team. Benefits: Salary progression to £39,000 following successful completion of probation and objectives. 25 days holiday 8 Bank Holidays. Option to buy or sell additional holidays. A day off on your birthday. Hybrid working model (1 day per week from home after settling in). Employee discounts on holidays, theme parks, and social events. Competitive company pension scheme. Strong career progression opportunities within the management structure. How to Apply: If you have the skills and experience required for this role, we'd love to hear from you. Apply now by submitting your CV to Sam.