Technical Support Team Leader (AMS)

• Provide 1st line assistance to Technical Specialists in reply to inbound calls & emails in accordance with departmental SLAs and to the agreed quality standards – in order to drive optimum service to Customers.
• Escalate unresolved priority 1 & priority 2 issues to the Regional Service Team through the use of the Global Service Desk portal and monitor progress through to resolution.
• Identify training gaps within the Helpdesk functions and increasing staff knowledge through on-going training and development.
• Assisting Manager with weekly/monthly reporting agents and KPI reporting, ensuring that target dates are met.
• Provide initial training to new staff members in line with 12-week induction programme
• Support the department in the Manager’s absence ensuring that customer SLA’s are met, required meetings are attended and that Representatives are fully assisted within their roles.

• Proven experience in a senior, specialist, or team-handling role.
• Strong ability to motivate, guide, and lead teams effectively.
• Excellent organisation, time management, and ability to deliver under pressure.

• Experience in training and mentoring new team members.
• Good working knowledge of Microsoft Office applications.
• Knowledge of SHL products and tools.

• We unlock the possibilities of businesses through the power of people, science and technology.
• We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
• When you inspire and transform people’s lives, you will experience the greatest business outcomes possible. SHL’s products insights, experiences, and services can help achieve growth at scale.

Diversity, equity, inclusion and accessibility are key threads in the fabric of SHL’s business and culture (find out more about DEI and accessibility at SHL)

• Employee benefits package that takes care of you and your family.
• Support, coaching, and on-the-job development to achieve career success
• A fun and flexible workplace where you’ll be inspired to do your best work (find out more LifeAtSHL)
• The ability to transform workplaces around the world for others.

SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.