Based in Braintree, my client is a leading provider of technology to the hospitality sector throughout the UK. They produce a wide range of products and solutions such as robot waiters, facial verification, mobile apps, EPoS and payment solutions.
They now seek a highly motivated and organised individual to be their Service Desk Team Leader. You will oversee the whole operation of the managed service desk and act as the primary liaison between the customer base and my client.
Responsibilities
1. Oversea ticket assignments, ensuring they are directed to the correct team and resolved within agreed SLAs
2. Track tickets across their lifecycle, follow up with internal teams to avoid delays in resolution
3. Review and manage escalated issues, ensuring timely interventions and updates
4. Serve as the central communication point between the service desk and my clients' internal teams
5. Build and maintain strong working relationships with the support teams
6. Act as the voice of the managed service desk, updating on issues and processes
7. Identify any recurring issues within internal workflows and recommend optimisations
8. Lead the Service Desk Team ensuring tickets are resolved efficiently and professionally
9. Provide training and support to the Service Desk staff, ensuring they understan...