Product Support Helpdesk Team Lead - London, United Kingdom - Reed & Mackay

Reed & Mackay
Reed & Mackay
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
London, 8th March





REPORTING TO:
GLOBAL HEAD OF PRODUCT SUPPORT

ROLE SUMMARY:


The Product Support Helpdesk Team Lead role will play a crucial role in leading a team of technical experts who are focussed on supporting our staff and customers using our proprietary technology and third-party platforms.


The Product Support Helpdesk Team Lead will work closely with the Global Head of Product Support to ensure efficient triage and distribution of all tickets received to Product Support.

You will help build a self-motivating, efficient team, where all Service Level Agreements are upheld and surpassed whilst maintaining the quality of responses.

Below is a list of the platforms the Product Support provide support for.

  • R&M/iQ
  • Agent reservation system that allows our internal staff to make reservations, configure and manage our customers travel


  • R&M/Book

  • Reed & Mackay Selfbooking tool


  • R&M/Portal

  • Portal that allows our customers to manage profiles, invoices and view trip information


  • R&M/Mobile

  • Mobile App that allows our customers to view their itineraries (with real time updates) and make reservations whilst they are on the move


  • R&M/Approve

  • Approval tool


  • R&M/Protect

  • Traveller Tracking and Destination Intelligence
  • Concur Travel & Expense 3rd Party Selfbooking Tool and Expense platform that is used by many of the R&M client base


  • Trainline

  • UK rail booking tool


  • Evolvi

  • UK rail booking tool
]

  • Hotel booker
  • Hotel booker
platform created by Conferma


WHAT YOU'LL DO:


  • Manage the day to day running of the Product Support Helpdesk providing support for R&M proprietary technology and 3rd Party Selfbooking tools.
  • Maintain team responsibilities rota weekly.
  • Manage and monitor phone coverage to ensure phone service is provided at all times.
  • Ensure that the Product Support Helpdesk provides a proactive, efficient and mature service to the organisation.
  • Lead the team in triaging all contact to Product Support and efficiently redirecting queries to incident and change management teams.
  • Log all contact using a ticket logging software.
  • Maintain and update ticket logging software for optimum efficiencies for team.
  • Support the team with task management within IQ in a timely manner. Continuously monitor task activity to improve efficiency.
  • Be the first point of escalation for helpdesk enquiries.
  • Work with wider Product Team to create content for online learning.
  • Work with the Global Head of Product Support to set department and individual objectives, conduct regular performance reviews, annual appraisals.
  • Have input on recruitment process by assisting with interviews with Global Head of Product Support
  • Lead, mentor, train & support team members

WHAT WE'RE LOOKING FOR:


  • Proven experience in business travel with an understanding of the industry.
  • Excellent client facing product experience is essential, including client portals and online booking tools.
  • Deep technical knowledge of online booking tools, including server logs, third party case management and APIs.
  • People management and team building experience is essential in this role
  • A strong team player with the dexterity to support colleagues and clients across a multitude of support queries and products
  • Inquisitive with the ability to use own initiative to solve problems in a methodical manner
  • Ability to gather user requirements and work on own initiative to produce innovative solutions.
  • An excellent communicator who makes the complex look simple
  • Integrity will be important to you open, honest and direct with the ability to fit well within the company's continuing desire to maintain values in developing culture and where all are treated with respect
  • Clear communicator, able to articulate key messages to a diverse audience
  • Maturity and confidence to communicate at all levels
  • Highly organised and efficient individual with a keen eye for detail
  • Knowledge of Sabre GDS
  • Good written English
  • MS office; Word, Excel, PowerPoint
More jobs from Reed & Mackay
See all jobs of Reed & Mackay