Service Desk Team Lead
Service Desk Team Lead
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Gaming:
Welcome to the world of landbased gaming. At Light & Wonder its all about the games and our Gaming team builds cuttingedge technology products and content for the most iconic casinos and operators across the globe.
Position Summary
We are looking for an experienced Service Desk Team Lead to come and join the team at our Chadderton site. The working pattern is Mon Fri 35 hours with some flexibility to work weekends where required.
As Service Desk Team Lead you will be responsible for overseeing the activities of the service desk team to ensure excellent customer service and support is provided. This role involves managing team performance providing technical support and collaborating with other departments to enhance customer experience.
Key Responsibilities
Supervising the helpdesk team to ensure they deliver excellent customer service and support
Providing specific guidance to team members to meet customer needs
Creating and managing work processes to boost productivity and communication
Providing effective frontline desk assistance to customers for complex enquiries
Implementing a central problem management route for handling queries and complaints
Mentoring and coaching junior members of the helpdesk team assigning tasks and evaluating performance
Collaborating with business managers to create ideas and strategies to enhance customer experience
Reporting all activities and observations to the Head of Delivery and assisting in finding resolutions to outstanding issues
Point of contact for escalations from the Helpdesk team
Qualifications
Person Specification:
Good understanding of a helpdesk/call centre environment
Excellent management and planning skills
Strong communication skills both verbal and written
Able to prioritise work to meet project deadlines
Able to provide support when needed and build strong working relationships
Able to work on own initiative with minimal supervision to deliver high quality work in a timely manner
Results driven with great attention to detail problem solving and analytical skills
Able to prioritize and execute tasks in a highpressured environment
Able to identify problems and communicate them effectively
Experience in project planning tracking coordinating and reporting
Previous team leading experience is preferable
Whats in it for you
Competitive salary and performance bonus
8 employer pension contributions
33 days holiday (inc. Bank Holidays)
Paid leave to work on charitable projects
Access to Reward Hub a reward platform offering shopping and lifestyle discounts/cashback
Employee Assistance Programme
Training support and career development
Cycle to work scheme
Employment Type
Full-Time
