Help Desk Team Lead

Location: Belfast City Centre

Working Hours: 8:30 am – 6:00 pm Team Size: 12

We are seeking a qualified Help Desk Team Lead to join our client’s team. As the Help Desk Team Lead, you will be responsible for leading our client’s technical support team, ensuring excellent customer service and resolution of all technical issues. This is an opportunity to showcase your technical expertise and customer service skills while motivating your team to achieve specific goals.

Responsibilities:

• Manage the help desk team and evaluate their performance.
• Ensure timely and accurate customer service on a daily basis.
• Train and support help desk representatives and technicians.
• Refine processes to enhance efficiency and productivity.

In this role, you will be instrumental in ensuring high-quality technical support and increasing client satisfaction. Your contributions will be vital in shaping best practices throughout the technical support process. Additionally, you will play a key role in improving customer support by actively responding to queries and handling complaints. Your insights and feedback will be valuable in identifying areas of improvement.

Key Responsibilities:

• Lead the help desk team and evaluate their performance.
• Ensure timely and accurate customer service on a daily basis.
• Recruit, train, and support help desk representatives and technicians.
• Set specific customer service standards.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices throughout the technical support process.
• Follow up with customers to identify areas of improvement.
• Develop daily, weekly, and monthly reports on the help desk team’s productivity.
• Provide customer feedback to the appropriate internal teams, such as product developers.

Additional Benefits:

• Pension standard 3/5% contribution via.
• 28 days of holidays, with holiday period rota enhancements (e.g., Christmas, July).
• Company Employee Health Shield Programme through.
• Staff uniform.
• Various social events.
• Employee of the quarter bonuses (£250).
• Free weekly fruit deliveries on Mondays and Fridays.
• Staff Discounts Scheme/Perks through.
• Discounted hardware offers.
• Quarterly payment for qualifying mileage.
• Training Programs & Courses.

Requirements and Skills:

• Proven work experience as a Technical Support Lead.
• Hands-on experience with help desk and remote control software.
• Solid technical background with the ability to communicate instructions to a non-technical audience.
• Customer-service oriented with a problem-solving attitude.
• Excellent written and verbal communication skills.
• Team lead/management skills.
• BSc degree in Computer Science, Information Technology, or relevant field.
• Technical Background and Experience:
• Proficiency in Microsoft 365 admin.
• Knowledge of Sharepoint, Teams, Networking, Servers, Mac, Cloud.
• Experience with MSP (Managed Service Provider) is desirable.

Join our team and make a significant impact on our clients’ technical support experience. Apply today and take the next step in your career as a Help Desk Team Lead.

Please note that all applications will be treated with strict confidentiality.

Next Steps:
Please submit your application or speak to a specialist consultant from the Abacus team on 0044 (0) 28 9031 3157 for a confidential discussion. We aim to respond to all inquiries within 4 business hours.
The team at Abacus manages a range of permanent and contract positions throughout Northern Ireland, the UK and the Republic of Ireland. If you are experienced and/or professionally qualified we can support your job search.
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