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An opportunity to join a successful, innovative business on the outskirts of Wargrave offering hybrid working, career progression and a competitive benefits package.
Managing a team of 1st line support engineers, you will oversee and guide the team to ensure the highest standards of customer support and satisfaction.
Key duties:
- Manage Service desk team, including recruitment, appraisals, training etc
- Develop and maintain SLAs and KPIs
- Collaborate with other internal and external departments to ensure seamless service delivery and support.
- Identify and address areas for improvement and implement tools and technology
- Reporting
- Manage escalations and ensure effective communication with stakeholders.
- Manage and collaborate with third party suppliers
The right person:
- Excellent customer service/engagement skills are essential
- Previous experience in a 1st line support role
- Team leaderships skills
- Highly competent with IT, proficient in Microsoft office including Excel
- Comfortable working to KPI's and able to meet deadlines while maintaining high standards
- Knowledge of ServiceNow is advantageous
- ITIL Professional Preferred but not essential
- Available to be on-call on a rota basis
Important Note: We will only contact candidates who possess the relevant skills and experience for this position. BBO is an equal opportunities employer. We do not condone discrimination based on gender, marital status, religion, colour, age, disability, or sexual orientation. All candidates will be assessed solely on their merits, qualifications, and ability to perform the duties of the role.
