Our client is seeking a Service Desk Team Leader on a permanent basis. The Service Desk Team Leader will be working within a leading organization that supplies software for public transport to create a more convenient, safer, and pleasurable experience. The Service Desk Team Leader will be responsible for leading a team of engineers and forming a bridge between sales, project, and support, whilst focusing on customer retention and satisfaction.

Key Responsibilities for the Service Desk Team Leader:

Line manage, supervise and develop the Customer Care team.

Collaborate with various stakeholders including Sales, Project Management, and Development enhancing customer experience and products.

Evaluate and improve customer communication as well as service desk effectiveness.

Establish and maintain customer relationships.

Analyse customer data to improve customer experience.

Identify additional revenue opportunities, gaps, and enhancements through regular client engagement and reviews.

Become a trusted advisor and advocate for customer stakeholders.Skills Required for the Service Desk Team Leader:

Strong problem-solving and analytical abilities

Intermediate knowledge of MS Office suite

Intermediate knowledge of JIRA, Remedy, Salesforce, or similar IT service management tools

Previous experience in software deployment or IT service management

Consistently professional, confident, and calm attitude to challenging situations.

Clear communication skills with a good telephone manner

Supportive and helpful team player with a flexible and positive attitude.If this role is of interest, please apply for additional information