Exponential-e Want to be part of a leading British-owned tech company? Established in 2002, we are achieving year on year revenue growth and reinvesting 95% of our profits back into our people and technology. Your new role: Act as a direct point of contact for escalations and complaints to ensure a swift and highly effective resolution of issues Primarily responsible for monitoring, managing and owning support tickets and driving customer issues through to resolution Work in partnership with the Learning and Development team to continue to develop the skills and knowledge of the Engineers in the Service Desk Team, to allow them to continually drive a high service delivery performance and quality provided to the customer and their end user community Define a clear training strategy for Engineers in the Service Desk Team to excite, inspire and retain those in the Service Operations department including succession planning of all service roles Manage the Service Desk Engineer’s development through clear goal setting, establishing development plans, regular coaching and performance reviews and ensure all is documented on internal systems Establish key service relationships with the external suppliers and drive their updates and delivery against their assigned tickets What you’ll need to succeed: Experience managing the service demands of a Service Support Team Experience in call handling and customer facing engagement Experience of managing service tickets in ServiceNow, including those assigned to external suppliers Experience in using ITIL based ticketing system (ITIL foundation) What we offer: Involved in varied projects that make a positive impact on critical services on a local and national levl Vibrant company culture with a wide range of events and social activities throughout the year Range of employee initiatives on offer including the green team, DE&I society, employee forum, women’s network and culture club Dedicated Learning and Development team and access to a range of training, courses and certification support Comprehensive benefits including on-site cafe with free barista coffee, birthday leave, charity leave, vitality health cover and holiday purchase scheme to gain an extra 5 days leave