Software Support Analyst - Team Leader

Job content

Job Advert

VUEis part of the Radius Group of companies.

VUE is an industry leader in both Video Telematics and Insurtech. Our solutions are used every day by some of the UK’s biggest fleets and insurers, helping them to improve vehicle safety, reduce road risk, and ultimately save lives.

With this at the forefront of everything we do, we are a business that is continually growing and looking to develop. Our team is made up of like-minded, driven individuals, who support each other, are proactive, and work together to continually progress whilst striving to provide our customers with exceptional service.

Job Purpose/ Position Overview

The role of Software Support Analyst - Team Leader is really important to us.

In this role you will have a unique chance to shape and build a brand-new service desk team within our IT department. This role provides an exciting opportunity to establish best practices, define processes, and cultivate a team culture that prioritises excellence in customer service and technical support.

The position reports to the Head of Software Development, and is based from the VUE offices inSalford, Greater Manchester.

Team Building

Your responsibilities day to day will be…

• Spearhead the recruitment and onboarding process for service desk agents, ensuring the selection of individuals who align with the company’s values and goals.
• Develop a positive and collaborative team culture from the ground up, fostering an environment that encourages creativity, innovation, and continuous improvement.
  

Service Desk Setup

• Design and implement the structure and workflow of the service desk, establishing efficient processes for incident management, request fulfilment, and knowledge sharing.
• Collaborate with other IT leaders to integrate the service desk seamlessly into the overall IT service delivery framework.
  

Training And Development Framework

• Create a comprehensive training program for service desk agents, focusing on technical skills, customer service excellence, and adherence to company policies and procedures.
• Establish a continuous learning culture, encouraging ongoing development and certification for the team.
  

Performance Metrics And Reporting

• Develop key performance indicators (KPIs) for the service desk and implement systems for tracking and reporting on team performance.
• Regularly review metrics to identify areas for improvement and celebrate team successes.
  

Customer Relationship Management

• Work closely with internal stakeholders to understand customer needs and expectations, incorporating feedback into the development and enhancement of service desk processes.
• Build and maintain strong relationships with internal and external customers, ensuring a positive and professional experience.
  

What do we expect of you?

• Further Education in IT, Computer Science, or related field.
• Proven experience in a service desk or technical support role.
• Excellent communication and interpersonal skills
• A passion for technology and how it can support a team to work effectively.
• An experienced customer service expert, able to demonstrate the clarity, partnership and service quality values needed to create a positive experience for customers.
• A positive decision maker, able to analyse the situation and information available, judge the situation methodically to confidently make progressive decisions.
• Positive and enthusiastic attitude towards technical and managerial challenges.
• Previous experience in a team leader position as line manager, coach and influencer to junior team members would be an advantage, but not essential if skills and experience can be demonstrated along with a desire to move into this type of role.
• Able to take ownership of team-wide initiatives that incorporate planning, organisation and communication to a high standard.
• Comfortable with analysing data, reviewing metrics and reporting against KPIs.
  

What can you expect of us?

• A friendly culture that mirrors our proposition to our customers.
• A fast-growing organisation that defines itself as being agile and innovative
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• A hard working, fun, efficient, respectful, positive, supportive, innovative, and ambitious environment
• A commitment to building an environment that welcomes individuals who embrace progressive values and a ’One Team’ ethos.
  

Still curious?

If you feel we are a good match for each other, you can apply online now!

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

We do not accept speculative agency CVs. Any speculative CV received by Radius will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by the Radius talent team.

Department

Technology & IT

Contract type

Permanent

Hours

37.5

Salary

Competitive