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1st Line Support Team Lead

  • Salary: £22000 - £24000 per annum + Benefits
  • Job type: Permanent
  • Location: Cardiff
  • Sector: Infrastructure & Support
  • Date posted: 03/03/2017
  • Job reference: J362919A

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1st Line Support Team Leader

I am please to be working with an exceptional Cardiff based IT Support company who are seeking a team leader to take ownership of the day to day line management of a 1st line support team. This is an excellent opportunity for someone with experience of leading a call service desk team or in a similar environment such as call centre who is keen to take the next step towards management.


To include but not limited to:

  • Train, manage, lead and inspire team members
  • Be an escalation point for the Service Desk to provide expert response and resolution
  • Assist with the maintenance and creation of operational documentation, schedules and working procedures
  • Work with other Support managers to develop policies and procedures
  • Document, track and monitor escalations to ensure resolution in a professional and timely manner. Liaise with suppliers, colleagues and customers as appropriate.
  • Maintain in-depth customer management to acquire and retain customers and increase customer satisfaction.
  • Work with Sales Managers, Provisioning and direct reports to drive the customer experience.
  • Maintain accurate records in the CRM, and collate and submit monthly reports from all aspects of the Customer Services department.

Relationships and Roles

To include but not limited to:

  • Ensure that all team members meet or exceed standards for activity, knowledge, customer interaction and satisfaction
  • Liaise with other Managers within Ops to ensure best practice throughout support
  • Work closely with Sales Managers and make them aware of customer feedback
  • Delegate authority and responsibility with accountability and follow-up
  • Set examples for all team members in areas of personal character, commitment, organisational and selling skills, and work habits
  • Conduct regular coaching and mentoring sessions with team members to build motivation and competency in handling customers

Experience required

  • Minimum 2 years' proven experience in a Team Lead (or similar) role within a Service Desk, Call Centre or similar environment

Experis are acting as an employment agency in relation to this role. You must have the right

to work in the UK to be considered.

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