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Service Support Lead
- Sevenoaks
- £25k plus benefits
- 25 days holiday
- Hybrid working
Purpose of the Role
The Service Support Lead is the day-to-day manager of the Service Desk, ensuring all support cases are handled efficiently, SLAs are met, and customers receive timely updates. Acting as a first step into management, the role provides leadership to engineers while supporting the Service Desk Manager with escalations, improvement projects, and long-term service development.
This position combines operational responsibility with strategic input, offering the opportunity to directly shape customer experience and team performance.
Key Responsibilities
- Manage all day-to-day service desk operations, ensuring cases are handled promptly and SLAs are achieved.
- Monitor and manage workloads, case queues, phone lines, and dashboards to maintain service performance.
- Provide leadership, direction, and support to engineers, ensuring quality and consistency of service delivery.
- Act as escalation point for customer issues, critical incidents (P1s), and vulnerability triage.
- Oversee shift management, ensuring appropriate cover and resource allocation.
- Carry out regular quality checks on cases, ensuring high standards of communication and resolution.
- Track, analyse, and report on SLAs, KPIs, team stats, and customer feedback.
- Work with the Service Desk Manager on process improvements, customer escalations, and side projects.
- Contribute to continuous service improvement by identifying and implementing process and performance enhancements.
- Participate in team meetings, customer reviews, and service improvement initiatives.
Person Specification
Skills & Knowledge
- Proven experience in a customer focused environment
- Excellent organisational and prioritisation skills.
- Strong analytical and problem-solving ability, with a focus on continuous improvement.
- Confident in using IT systems
Behaviours & Competencies
- Professional, calm, and confident under pressure.
- Strong leadership qualities, with the ability to motivate and manage engineers day-to-day.
- Customer-focused with excellent communication skills (verbal and written).
- Collaborative and supportive team player with a proactive approach.
- Able to balance operational delivery with improvement initiatives.
- Detail-oriented and committed to service quality.
