Job Description

Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses—no matter what the future brings. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet, we focus not only on immediate solutions but also on future needs.

We continuously stay ahead of the technology curve, ensuring our customers can trust that we are committed to making their business future-ready. Your success is our success. We go above and beyond to deliver exceptional service quality and an unparalleled customer experience, becoming a true extension of your business.

We are dedicated to fulfilling our promise to make your business thrive!

Join Our Team as a Service Support Lead!

Wavenet is seeking a passionate and results-driven Service Support Lead to be the primary point of contact for our service desk. In this pivotal role, you will ensure that our clients receive top-notch managed services solutions while meeting SLA targets and aligning support with contractual agreements.

About the Role:

The Service Support Lead is integral to maintaining high standards in customer service. You will collaborate closely with the Technical Lead to ensure effective issue resolution and will be responsible for generating performance reports on tickets and services. Building strong customer relationships and identifying sales leads will also be key components of your role.

Key Responsibilities:

• Ticket Management:

  • Prioritise and manage incoming support tickets, ensuring adherence to SLA guidelines and timely resolutions.
  • Collaborate with the Technical Lead to escalate and delegate complex issues.
  • Review aged tickets to identify bottlenecks and expedite resolutions.
  • Oversee the ticketing system, maintaining accurate records and streamlining workflows.

• Customer Satisfaction:

  • Proactively engage with customers to understand their support needs and exceed expectations.
  • Conduct meetings for initial support complaints, demonstrating empathy and commitment to resolution.
  • Gather feedback for service enhancements and foster a customer-centric culture.

• Reporting:

  • Generate reports on ticket metrics, SLA compliance, and support trends for management review.
  • Analyse data-driven reports for insights to improve team performance and prepare presentations as required.

• Customer Complaints:

  • Handle and investigate customer complaints, providing satisfactory resolutions.
  • Identify recurring issues and implement preventive measures while maintaining transparent communication.

• Quality Checks:

  • Implement quality assurance processes to uphold service standards.
  • Conduct regular audits of support tickets, offering constructive feedback to team members.
  • Collaborate with training teams for targeted coaching programs.

Qualifications

What We’re Looking For:

• SLA Management Experience: Proven experience managing SLAs, ensuring response and resolution times are met.
• Communication and Interpersonal Skills: Strong verbal and written communication skills, with a track record of effectively interacting with customers and team members.
• Data Analysis Proficiency: Experience using metrics and reports to track performance and improve service quality.
• Initiative and Proactivity: A proactive approach to resolving issues and improving operations without constant supervision.
• Technical Awareness (Desirable): Basic understanding of IT concepts and infrastructure to better facilitate communication with technical teams.

Additional Information

Here’s a closer look at what we offer:

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team at Natilla.Turner@wavenet.co.uk for more information.

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.