Technical Services Team Lead

Location UK / Belfast

Job Type Permanent full-time

Salary Not disclosed

Updated 3 days ago

Reference 1419748

 Job Description

Excellent opportunity for Technical Services Team Lead based in Belfast.


Job title: Technical Services Team Lead 

Location: Belfast             

Responsible to: Service Desk Manager

Main purpose of the job: This person will ensure that Novosco runs an effective service desk operating to both ISO and ITIL standards. This person will promote our mission statement To Be the Fearless Champions of Better and help to drive Novosco values throughout their team.

Technical Services Team Lead are expected to work independently and use their own initiative whilst still working effectively as part of their team. You will perform the full range of duties required in providing solutions to our customer base, this includes evaluating customer needs and provide general administrative duties to provide efficient and effective support to the Service Desk.

Main Duties and Responsibilities:  Essential duties may include, but are not limited to, the following:

  • Support the day to day management of the Service Desk to ensure that Customer SLAs and quality standards are met, and workload is allocated effectively to optimise available resource and skill levels
  • People manage a team including performance management ensuring a high level of employee satisfaction measured via NPS
  • Assist in building a positive customer experience.
  • Provide a high level of customer service as the first point of contact for customers via telephone, email and our customer portal
  • Log calls accurately, with a high level of detail on the call management system
  • Proactively deal with Customers queries
  • Carry out basic incident resolution (first time fixes)
  • Monitor the service dashboard and achievement of KPIs around customer SLAs
  • Monitor our remote monitoring tool (SolarWinds MSP) and act on alerts 
  • Generate reports for and on behalf of management as required
  • Provide information to customers
  • Organise and maintain calendars and schedules for support engineers
  • Maintain a positive attitude and a high level of customer service at all times

Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented.

Essential Criteria:

  • Qualification in Technology
  • Experience in a call handling position
  • Experienced in customer service
  • A full driving license – preferably clean
  • Shift work will be required as the Service Desk provides coverage 24×7

Interpersonal Skills:

  • A high level of self-motivation together with a willingness to learn new skills
  • A flexible and enthusiastic approach to the job.
  • Good problem solving and decision making skills.
  • Experience of the Microsoft Office suite
  • Great attention to detail
  • Ability work with minimum supervision, perform under pressure and remain highly effective.
  • Consistently demonstrate professionalism creating a high level of customer satisfaction

Additional Information:

Training: Internal training on products and services will be provided. However, staff are expected to consistently keep abreast of new developments, which would impact on their areas of responsibility. Personal training in relation to this job description will be given as part of the company’s overall personnel development program.

We have won the following accolades:

  • Placed in the Sunday Times Best Company to work for 4 years in a row
  • Accredited a 2* and outstanding rank in the Best Companies 2017
  • One of the highest accredited VMware partners in Ireland
  • UTV Employer of the Year 2015
  • Winner of the Belfast Telegraph Company of the Year 2015
  • Irish News Workplace and Employment Award winners in the categories of Best Place to Work and Workplace Wellbeing.

Benefits our employees enjoy include:

  • Daily fruit deliveries
  • Onsite gym
  • Virtual Reality Room
  • Free Parking
  • Flexible working

Conditions of Employment Salary: The salary and benefits for this position will be determined according to the experience of the person appointed. General Guidance: The nominal working week is 37.5 hours, although a degree of flexibility is both offered and expected. In specific circumstances there may be a requirement to work additional hours. Annual holidays are 24 days plus 7 statutory holidays.

To Apply please click the APPLY NOW button below to be directed to our website.

Closing date: 21st July 2019

Novosco Ltd operates a Non Smoking Policy.

Novosco Ltd is an Equal Opportunities Employer.