IT Support Team Leader

Syntax Consultancy Ltd
Leicester, UK
Closing date
19 Nov 2020

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Technology & New Media
Contract Type
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IT Support Team Leader



30,000 - 35,000 (Neg)

IT Support Team Leader needed for a permanent career opportunity based in Leicester. Must be able to demonstrate experience of motivating, nurturing + managing IT Service Delivery teams.

A chance to join an established and expanding technology business providing software into the Education sector. Start ideally in Nov/Dec 2020.

Due to the ongoing Covid-19 crisis, this employer will interview by phone or video-call. There will also be scope to work remotely until Coronavirus restrictions are relaxed.

Key skills, experience + duties will include:

Managing a team of highly skilled Customer Support Technicians to ensure an excellent customer experience that promotes loyalty and increases client satisfaction.

Leading / motivating a team of Customer Support Technicians, including offering constructive feedback, celebrating success, coaching on client interactions + training new starters.

Hands-on trouble-shooting, training and on-boarding of data management software platforms.

Setting KPIs and monitoring key metrics (case closures, communication quality, responsiveness).

Acting as escalation point for key accounts or difficult calls + taking ownership of commercially sensitive cases through to resolution.

Driving positive customer experience / journeys + reporting key KPIs to the management team.

Aiming to resolve issues on first contact + managing customer expectations through regular communication + updates.

Delivering an exceptional customer experience through a continuous review of processes, communication, professional development + continuous improvement.

Ability to manage a busy workload, incoming queries, prioritise tasks and delegate / escalate when necessary.

Building a collaborative, collegiate and caring team culture that promotes a positive work ethic, wellbeing + which fosters customer satisfaction.

Experience of Educational organisations is strongly preferred (Schools, Colleges, Academies + Education Technology companies)
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