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)