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2nd Line Support - LeadSalary: £30,000 - £32,000/ pa + benefits
Location: Exeter/ Reading/ Glasgow
iO Associates have partnered with a leading Prop-Tech business to find a Service Desk Team Lead to join their team. An ideal candidate will have experience leading service desk teams, training advisors, managing customer inquiries, and handling data processing. They will act as a second-level escalation point, resolving most first-line issues independently.
Responsibilities:
- Resolve inquiries efficiently, diagnose issues, and ensure first-touch resolution while meeting SLAs.
- Act as an escalation point for complex incidents, manage ticket updates, and ensure timely resolutions.
- Guide Service Desk Analysts, develop processes, and deliver training to enhance skills.
- Oversee line management duties, including mentoring, coaching, and workload management.
- Drive service improvements, monitor SLAs, and implement best practices.
Requirements:
- Experience in team management and customer support.
- Strong analytical skills to assess issues and prioritise solutions.
- Detail-oriented with a focus on quality.
- Ability to multitask and perform under pressure.
- Familiarity with ITSM tools (Zendesk preferred).
- Background in data entry and processing.
As per the above, this role will be hybrid.
If you are interested, please apply immediately as first stage interviews will be taking place soon.
Alternatively, feel free to reach me directly on .
