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Technical Helpdesk Team Leader (Glasgow)

Posted On: 8th March 2019

BiP Solutions are recruiting for a Technical Helpdesk Team Leader.

Service sits at the heart of our business and the day-to-day operation and continuous improvement of BiP’s service management capability is critical to its business plan, which includes development of a more integrated service model to improve service delivery to our customers and users internally and externally.

BiP provides day-to-day end-user support for numerous own-product and bespoke client software solutions, some of which are delivered under a SaaS model. A core mission for you is therefore to be obsessed with our customers and drive significant improvements in the operation of our customer-facing helpdesk and wider service delivery environment / culture.

As the Team Leader, you will lead a team of Technical Helpdesk Advisors provide the highest standard of service management and delivery via a multi-disciplined channel including inbound and outbound calls, emails, live chat, on-line tutorials and on-site training

Core Responsibilities

  • Provide leadership to a team of Technical Helpdesk Advisors and embed a customer oriented and service delivery ethos which is fundamental to our business strategy
  • Lead from the front and demonstrate best in class service delivery
  • Ability to develop, nurture, maintain and manage customer relationships, including high profile customers with bespoke services
  • Drive improvements in behaviours, performance and quality of service delivery
  • Conduct monthly 1:1 reviews which drive performance capability
  • Provide senior management with intuitive reporting which drives performance capability and informs business strategy
  • Assume a lead role in service delivery to and engagement with key customers
  • Develop processes, tools & data to ensure efficient, effective resolution of operational issues and service requests based on best practices
  • Deliver solutions for service-related issues to meet operational needs and contractual obligations
  • Support the integration of 1st and 2nd line support to improve operational effectiveness and delivery of service

Core Skills & Experience

  • Strong experience of leading technical customer support & service teams with a proven track record of success
  • Excellent coaching skills with the ability to drive performance capability
  • Experienced in managing and developing relationships with external customers

What’s on Offer?

  • Competitive Salary
  • Annual Company Performance Bonus
  • Contributory Pension Scheme
  • Health Cash Plan
  • 30 days annual leave (increasing with length of service)
  • On-Site Parking Available
  • Access to SSE Hydro Club
  • Cycle to Work Scheme
  • Weekly Free Fruit

To apply, please submit an updated CV and covering letter to humanresources@bipsolutions.com