Senior Help Desk /Team Leader

TITLE: Senior Help Desk Manager/Team Leader

Team: Technical Help Desk Team

Location: Maidenhead, Berkshire

Contract type: Permanent role

Language required : English

Sector : Technology

Salary: to £50,000 + flexible working, social events etc

The company

A SaaS company that has carved a thriving technology niche in consolidating processes into one software system for the construction trade. The company is global with a large network of clients based all over Europe, Australia and South Africa. The company creates and sells software solutions and then provides a full implementation and structured training service.

A snapshot of your role

This is a dual role:

1) Team Management (10% of the role)

2) Liaising with clients ( 90% of the role)

Duties

Client contact (80-90% of the role)

• This is a primarily client facing role
• Being the first point of senior contact for clients all over the world
• Providing advanced technical assistance where necessary
• Representing the company with clients
• Acting as the escalation point which tricky issues or complaints and dealing with issues in a clear and diplomatic fashion
• Dealing with non-IT literate audience in a patient and helpful manner
• Use od SQL. MS applications and windows operating systems

Team Management (10-20% of the role)

• Coaching and mentoring a multilingual team of Help Desk staff
• Identifying any skills shortfalls and arranging training for staff
• Managing team projects: allocating tasks and giving guidance on project time frames
• Being the link between internal departments including the technical and the development teams

Requirements

• Knowledge of SQL and Windows Operating systems, Microsoft Applications
• At least 5 years Help Desk experience
• Previous solid Help Desk Team Management experience
• European languages are a bonus (not essential)
• Commutable to Maidenhead in under 1 hour