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    Sales Team Leader - United Kingdom - Nasstar

    Nasstar
    Nasstar United Kingdom

    1 week ago

    Default job background
    Description
    As one of the UK's fastest growing MSPs, we're on the lookout for a Service Desk Team Leader

    Location:
    Hybrid (Office / Remote-UK Only)

    *Job Type: Permanent

    Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking and self-serve tools.

    With a consultative approach at our core, we modernise and manage technology to help our clients succeed in today's business landscape.

    With an impressive portfolio of customers, supporting the modern business is what we do, and we're pretty good at it..

    if we do say so ourselves We are lucky enough to be supported by a talented bunch - from technical specialists to marketing consultants, and strategic sales heads.

    More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with

    The Customer Operations Team Leader provides leadership and direction to their team members, to aid in providing a 1 st class service to our customers.

    You will work closely with your aligned Customer Operations Manager to provide direct feedback on how your team members are performing, highlighting any areas for operational improvement, and identifying gaps in process that need to be filled.

    You are to assist with Jeopardy management through management of escalations and ticket and telephone call reviews with the team, ensuring tickets are progressing effectively or being escalated in a timely fashion where needed, ensuring ticket updates meet required standards.

    Plan and implement changes to a high standard, to reduce risk and impact for our customers.

    Deliverable 2:
    Create a positive culture in your team, based on professionalism, pride and excellent service delivery & customer service.

    Deliverable 3:
    Support team members in their prioritisation of incidents and general workload.

    Deliverable 4:
    Act as an escalation point and decision maker for service-related issues. Identifying bottlenecks and work with your manager to build & implement service improvement plans. This will include being part of the Duty Manager rota for OOH escalations.
    Solid background in Service Desk support
    Experience working in a busy IT Service Desk environment in a technical customer facing role
    Experience supporting end users across a variety of locations
    Experience of ITSM systems and automating Service Desk processes
    In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:
    25 days' holiday (excluding bank holidays)
    Flexible working – it's important to maintain a work/life balance, as such, we will consider any written request for flexible working
    Virtual working – we practice what we preach and empower our people to work remotely
    Top tech – Leading services and solutions aren't just for our clients; we supply best-of-breed software and hardware for all our staff too
    4x annual salary life assurance
    Health cash plan
    Retail discounts and other perks from major brands

    We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible.

    With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

    Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.

    By embracing diversity, practicing inclusion, and striving for equity, we aim to be a leader in our industry and a model for organizations worldwide.

    Diversity is not just a statement;
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