Service Desk Team Leader

We are seeking a dedicated Team Leader to manage a Business Support team, which oversees the client's primary school online meal ordering systems. The team operates a service desk system for customer queries.

This role has been created as a result of the expansion of ordering systems into new schools. You will be responsible for the day-to-day management of the Business Support Team.

Important Note: This is a non-technical leadership role. All technical system issues are handled by a separate IT Support Team, with whom the Business Support Team maintains a close working relationship. Although this role sits within the company's IT team, candidates from similar service desk or customer service backgrounds will be consider.

What You'll be Doing:

• Service Delivery & Monitoring: Lead and schedule the Business Support Team to guarantee sufficient resource coverage for all incoming support channels (calls, emails, ticketing system), ensuring prompt resolution within SLAs.
• Escalation Management: Act as the subject matter expert to resolve complex escalations, customer queries, and operational issues.
• Core System Management: Maintain and manage school menus in the online ordering systems, ensuring accuracy, timely updates, and full alignment with the menu cycle and operations requirements.
• Continuous Improvement: Document and standardise team procedures. Proactively identify and implement improvements to enhance team efficiency and develop the team's reputation and scope across the business.
• External Liaison: Coordinate system administration duties (e.g., access changes, end-of-year tasks). Partner with the developers of the online ordering systems to efficiently raise faults and request feature enhancements.

Do you have experience in Kitchen experience?, * Problem Solving & Detail: Excellent problem-solving skills and keen attention to detail in all documentation and record-keeping.

• Service & Communication: Strong customer service ethos with excellent face-to-face and phone communication skills. Proven ability to handle challenging customers and stakeholders professionally.
• Process Improvement: Ability to identify and help implement improvements to team procedures and systems.
• Work Management: Flexible and able to manage workload effectively, quickly switching tasks to meet business needs, both independently and as part of the team.
• Technical Proficiency: Confident user of Google Workspace and Microsoft Office.

Desirable Skills & Experience

• Experience in leading or supervising a team.
• Understanding of personal information confidentiality requirements (GDPR).
• Familiarity with a Service Desk software.

Please note, the hiring company expects all staff to share a commitment to safeguarding and promoting the welfare of children/young people, so an enhanced DBS disclosure will be sought.

Pulled from the full job description

• Employee discount
• Life insurance
• Store discount
• Company pension, * Salary £30,000/year
• 25 days holiday + 8 Bank Holidays
• Buy or sell holiday scheme
• Your birthday off
• Life insurance, private medical, and amazing high street discounts
• Pension scheme
• Fantastic learning and development support - including the chance to gain qualifications

Pineapple Recruitment are recruiting for this role on behalf of our client and are acting as a Recruitment Agency.

Job Types: Full-time, Permanent

Pay: Up to £30,000.00 per year, * Company pension

• Employee discount
• Store discount

Pineapple Recruitment is an agency dedicated to connecting talented professionals with dynamic, growing organizations. We're currently recruiting on behalf of a thriving support services company.