IT Customer Service Lead

My client is looking for an IT focussed Customer Service Lead.

You will need to have very strong customer service skills and will be able to help mentor and communicate with a small team of off‑shore Customer Service analysts in India.

Hybrid role – Remote working that will require visits to the office in Warrington.

• Manage an EMEA internal‑facing IT service/customer service delivery service with a focus on customer service
• Develop and grow service desk team to improve customer satisfaction KPIs
• Host and manage service escalation meetings with global IT teams
• Manage external vendors associated with service desk tickets
• Provide status reporting to management
• Create and oversee departmental documentation
• Act as a point of escalation for incidents and requests.
• Identify process automation improvements
• Manage approvals on behalf of support team.
• Proactive approach to target closure on aged tickets

• Working within a customer service role alongside IT technicians and engineers
• Experience in utilising the ITIL framework in the delivery of IT services

This is not an overly technical role and whilst you will have some experience of working in an IT environment you will NOT need to be a technical service desk lead – customer service experience is the key to this role.

Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.