Service Support Lead, Wavenet
Office located in Daisy House, London
Managed service and security provider
Be an early applicant
Managed service and security provider
1001+ employees
Be an early applicant
Office located in Daisy House, London
1001+ employees
Company mission
To provide simple, secure solutions to real business challenges.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Salary benchmarks
Our take
Wavenet is one of the UK;s leading manged service providers, offering businesses everything from cloud and cybersecurity solutions to telecoms and intelligent networking. With over 22,000 customers, its helping organisations stay connected and ready for the future.
Following its merger with Daisy Corporate Services, Wavenet is now the UK's largest managed service providers (not to mention, it's also been named one of the UK's Best Workplaces in Tech). This coupled with strong partnerships puts the company in a very promising position for the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Aug 2015
$52.3m
GROWTH EQUITY VC
Total funding: $52.3m
Company benefits
- Hybrid working
- Electric car scheme
- 25 days' holiday: 28 days after three years of service
- Referral bonus
- Employee assistance programme
- Cycle-to-work scheme
- Company pension scheme
- Enhanced maternity and paternity pay
- Benefits platform: With exclusive discounts and offers
- Living wage employer
Company HQ
Blythe Valley Park, Solihull, UK
Leadership
Philip Grannum
(CEO)Initially joined the Wavenet team as CCO in 2018 and became CEO in 2024. Previously an Executive VP of UK at Interoute, an EMEA Managing Director of Cloud, Security & UC Services at Easynet Group, Director of Cloud & Managed Services at SCC, and CEO at Thus.
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