Job Description
AV Team Leader
Salary: up to £45k (Depending on experience), 3 Duvet Days, Cycle to Work Scheme, Pension, Help Hand, Flexibility with agile working, and more!
Location: Reading / Hybrid - On-site where required
Connect-IT has partnered with a tech company that provides digital solutions in the workspace for global companies! You will play a lead role in helping drive quality, efficiency, success, and resolution to customers’ needs as you oversee a team of representatives, engineers, and experts.
About the role:
* Maintain industry-leading expertise and ensure ongoing training to support partner certifications
* Track performance to consistently meet and surpass service level agreements (SLAs)
* Optimize ticket queues and ensure timely resolution.
* Resolve complex customer issues, driving high satisfaction and successful case closure.
* Lead your team towards shared strategic goals, ensuring efficient task completion within set timelines.
* Communicate clearly and promptly with internal and external stakeholders
* Elevate the Helpdesk's capabilities through skills development and strategic hiring.
* Build strong relationships with key personnel at strategic accounts.
About you:
* AV (Audio Visual) industry experience
* Proven track record of significantly impacting or leading operational initiatives with a focus on achieving results
* Demonstrate leadership in a collaborative team environment.
* Possess exceptional strategic thinking and a structured approach to problem-solving.
* Communication and interpersonal skills, both written and verbal.
* Adept at prioritizing and managing multiple tasks with shifting priorities