Service Desk Lead

Customer Support Team Lead
Southampton (Hybrid: 3 days in-office, 2 days remote)

Position Summary
We are looking for a motivated and results-oriented Team Lead to join and guide our Customer Support team. In this role, you'll oversee a small group of service desk engineers, ensuring they deliver exceptional service and resolve customer issues related to both hardware and software. You will play a critical part in troubleshooting escalations, on boarding and training new team members, maintaining service levels, and driving team accountability.

The role involves managing urgent support needs outside of core business hours, maintaining service continuity, and ensuring issues are triaged and addressed promptly. Success in this area requires flexibility, clear communication, and a strong sense of ownership.

Key Responsibilities

• Lead, support, and motivate a team of Service Desk Engineers to meet performance expectations and deliver high-quality support.
• Manage recruitment, training, onboarding, and performance reviews in line with company policies.
• Assist in handling escalated customer issues and guide the team in diagnosing and resolving complex technical problems.
• Monitor and report on team metrics, SLAs, and KPIs, ensuring targets are consistently met and improvement opportunities are identified.
• Maintain and improve documentation, databases, and internal systems, sharing best practices and streamlining team workflows.
• Ensure adherence to company policies, procedures, and relevant compliance standards.
• Organise and prioritise workloads effectively to align with business goals and customer needs.
• Participate in personal and professional development through training, coaching, and relevant certifications to stay current with industry trends and technology.
• Champion a culture of accountability by tracking team performance and making data-driven decisions to adjust strategies when necessary.

Qualifications and Experience

• Demonstrated experience in a customer or technical support leadership role, ideally in the POS or IT sector.
• Strong understanding of SLA/KPI management and familiarity with OKR frameworks.
• Proven ability to lead performance evaluations, team development, and continuous improvement initiatives.
• Experience with point-of-sale (POS) systems and software deployment processes is a plus.
• Excellent interpersonal and communication skills, with a collaborative and proactive leadership style.
• Strong organisational, analytical, and time management abilities.

To express an interest in this position, please click the "apply" button

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.