Service Support Lead

Company Description

Company Description

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Description

As the Service Support Lead, you play a pivotal role as the primary point of contact for the service desk. Your focus is on maintaining high standards for clients purchasing managed services solutions, ensuring SLA targets are met, and support is aligned with contractual agreements. You collaborate with the Technical Lead to ensure effective issue resolution and generate reports on ticket and service performance. Building strong customer relationships and identifying sales leads are integral to this role. Your exceptional organization, customer service, and communication skills will support the service desk team in delivering outstanding support to end-users. You will maintain contractual service desk requirements, respond to calls and tickets within SLA, and provide regular updates to customers on open issues. Direct communication with end-users regarding delays and resolution plans will be part of your responsibilities

Ticket Management

• Prioritize and manage incoming support tickets, ensuring adherence to SLA guidelines and timely resolution.
• Collaborate with the technical lead to escalate and delegate complex issues for prompt resolution.
• Review aged tickets to identify bottlenecks and expedite resolutions.
• Oversee the ticketing system and maintain accurate records.
• Streamline ticket workflows and continuously improve processes for enhanced support efficiency.

Customer Satisfaction

• Proactively engage with customers to understand support needs and exceed expectations.
• Conduct customer meetings for initial support complaints, demonstrating empathy and commitment to resolution.
• Gather feedback for service enhancements and monitor customer satisfaction metrics.
• Foster a customer-centric culture within the support team.

Reports

• Generate reports on ticket metrics, SLA compliance, and support trends for management review.
• Analyze data-driven reports for insights to improve team performance.
• Prepare ad-hoc reports and presentations as requested by management.
• Ensure accuracy and integrity of all generated reports.

Customer Complaints

• Handle and investigate customer complaints, providing satisfactory resolutions.
• Identify recurring complaints and implement preventive measures.
• Maintain transparent communication with customers throughout the resolution process.

Quality Checks

• Implement quality assurance processes to ensure adherence to service standards.
• Conduct regular audits of support tickets, providing feedback to support agents.
• Collaborate with training teams for targeted coaching programs.
• Continuously review and update quality check criteria.

Qualifications

We’re Looking For:

A dynamic Service Support Lead with the ability to inspire, motivate, and guide a high-performing team. You’ll ensure exceptional customer support, manage SLAs effectively, and drive continuous improvement in service delivery.

Key Skills & Attributes:

• Leadership: Lead and develop your team, fostering collaboration and a positive work environment.
• Customer Focus: Build strong client relationships and deliver top-notch support experiences.
• Communication: Clear, professional communication with customers, team members, and stakeholders.
• Problem-Solving: Resolve conflicts and escalations efficiently while maintaining customer satisfaction.
• Data-Driven: Use metrics to track performance, identify trends, and improve service quality.
• Process Improvement: Streamline workflows and enhance efficiency across the service desk.
• Adaptable & Collaborative: Work seamlessly with cross-functional teams and adapt to changing business needs.
• Technical Awareness (Desirable): Basic understanding of IT systems to support technical communication.

If you’re customer-focused, proactive, and ready to lead, we want to hear from you!

Additional Information

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider? 

Apply today or contact our friendly Talent Acquisition Team for more information.