Senior Service Desk Lead

Senior Service Desk Lead

Location: Newbury, (Hybrid - 1-2 days onsite per week, WFH otherwise)

We're looking for an experienced and strategic Senior Service Desk Lead to oversee our EMEA customer support operations. This is a critical leadership role focused on driving performance, coaching large teams, and delivering exceptional service through advanced technologies and implement best-in-class technologies like Genesys, Salesforce, and Microsoft 365.

Key Responsibilities:

• Leverage standard global call center metrics to identify gaps and implement strategic improvements.
• Coach and develop teams to deliver outstanding, multichannel customer support.
• Oversee the full PC lifecycle for users, ensuring health and management compliance.
• Collaborate with the Salesforce team to deliver process-aligned training programs.
• Drive performance through effective Genesys configuration and workforce management.
• Design customer engagement and process management solutions using O365 tools.
• Partner cross-functionally to align operations with client expectations and industry best practices.

Essential Skills:

• 5+ years of experience in senior-level call center management.
• Deep expertise in managing voice, email, and chat routing to support agents.
• Extensive hands-on experience with the Genesys system is essential for this role.
• Strong problem-solving skills and the ability to handle high-pressure situations.
• Excellent communication and stakeholder management skills.
• Knowledge of global customer service trends and standards.