Helpdesk Support Team Lead

We’re seeking a highly motivated Helpdesk Support Team Lead to head up our support team. The ideal person will set the standards on performance and quality to deliver a first-class support service to our clients.

 

What you can expect...

  • Take ownership of customer issues reported and see problems through to resolution
  • Triage and allocate incoming support queries, email, phone and/or on-site visits with customers.  
  • Provide statistical analysis around Support trends including ticket volumes, customer feedback and response times in line with contractual agreements.
  • Manage team of support developers, organise and lead daily stand up/meeting with Support Team to review support statistics, provide assistance to development team and allocate daily workloads. 
  • Create original content via Help Centre including release notes, help articles, video guides etc as required  
  • Ensure high level of customer engagement and forge relationships via regular site visits to discuss support queries and future product development.  
  • Be proactive in managing support accounts advising on cross sell and upsell opportunities based on support report findings
  • Further ensure general customer satisfaction by engaging regularly with end users via telephone and screen share software.
  • Liaise regularly with Product Team to input ideas and suggestions around future product development/planned development sprints in line with Support trends and customer feedback.
  • Provide training to customers around new, existing and/or beta system functionality whilst encouraging active engagement and helpful feedback.  
  • Represent and promote company in recruitment events at QUB, UUJ and various secondary/grammar schools.
  • Assist and lend additional support and knowledge to all areas of the company including Development, Product, Sales and Quality Assurance. 



What we look for

  • 2yrs+ experience of supervising an IT services service desk
  • Strong problem solving skills
  • Strong knowledge of internet infrastructure technologies
  • Experience troubleshooting customer issues
  • Ability to lead a team effectively
  • Excellent communicator verbally and written for client correspondence
  • Knowledge of SLA’s
  • Ability to multi-task on various client accounts
  • Competent in report generating and circulation
  • Keeps up to date with technology
  • Knowledge of working in an Agile environment

 

Benefits

  • Competitive salary 
  • 24 days annual leave (excluding public holidays)
  • Work on innovative projects with ambitious clients in Ireland and the UK
  • Flexible working hours 
  • Training opportunities
  • Company Bonus Scheme
  • Supportive and friendly culture with team appreciation days
  • Vibrant modern offices in the City Centre
  • Contributory pension scheme
  • Cycle to Work Scheme

If this sounds like the opportunity you've been waiting for, we'd love to hear from you. To apply, please submit your CV via Apply Now.

Take a look at the Made to Engage story here.