Service Team Desk Lead

Vorboss is building London’s next-generation, business fibre network. This is a responsibility that we take seriously; we understand that for most businesses, reliable fibre internet is as important as heat, electricity, and water. We want to completely change the fibre network in London (and beyond) and we’re on the hunt for smart, talented people to join us. At Vorboss, we do the right thing - no matter what. Our unwavering focus on engineering excellence and unrivalled commitment to customer service is trusted by the most important organisations across the UK and Europe in the technology, pharmaceutical, financial, and e-commerce industries.

We’re proud to have earned one of the best reputations in the industry and it is essential to us that we maintain that reputation as we grow. Our team is tight knit and highly talented. We trust each other to do the right thing, take responsibility, and be a champion for our collective success.

We’re looking for talented, smart people to join us as we embark on this exciting period of growth. Our vision for Vorboss is to be ‘the best job that someone ever had’, regardless of how long they stay with us and promise to provide a supportive workplace based on respect and trust.

This position is within Optimity, a recently acquired subsidiary of Vorboss. Optimity is a fast-growing, value-added managed service provider with a strong track record in the ISP marketplace.

You will take a proactive and calm approach to service escalations and troubleshooting with commercial sensitivity and acuity. The success of the role will allow Optimity to grow and develop existing business and create long-term relationships with clients.

Either as part of the response or the resolution team, you will lead your team and provide exceptional customer support on all Optimity’s products and services, in line with service level agreements and adhere to all service management principles.

This will be the next step on the ladder to grow in a career and become an IT professional.

• Answering all incoming customer communication (emails/call) in line with service level agreements.

• Provide support to customers and manage own caseload.

• Demonstrate and troubleshoot 1st through to 3rd line-based tickets.

• Have a core focus of response and resolution time.

• Review and escalate tickets unresolved in required time frames.

• Manage internal support tickets.

• Ensuring that all cases are logged and updated in the Company’s CRM system.

• Develop a Customer First culture within the team.

• Encourage the team and develop a focus on response and resolution time.

• Provide initial escalation and coaching when required.

• Establish good relationships with the client representatives and client satisfaction as a main objective, including excellent relationships with the client, agreeing the points of interaction and escalation, ensuring the customer is aware of the SLAs avoiding conflict.

• Proactively identify risks to reduce the likelihood of escalations and/or impact to the client.

• Ensure quality service in collaboration with the IT Solutions Team.

• Act as an interface into escalation management and will critically ensure that the client is communicated with consistently and appropriately.

• Actively ensure that root cause analysis is undertaken for ongoing issues.  Ensure the root cause is defined to a level that is clearly understood by the relevant heads of departments as to drive the improvement within the business

• Manage the employee relations, supported by the Talent Team, for the members of its team: 121s, probation meetings, reviews, etc.

• Resolving all queries within agreed service level agreements and escalate as appropriate when this has not been possible; ensuring that the customer is kept informed of progress/status.

• To arrange for external technical support where problems cannot be resolved in house.

• 4-years’ experience working within an MSP/IT Solutions Business/Data Centre.

• Degree educated within IT Science/Telecoms degree.

• Technical support skills of a 2nd line.

• Problem solving.

• Experience leading a team.

• Strong business skills with demonstrable track record of achievement.

• Resourceful, self-motivated and decisive with strong decision-making capability.

• Good verbal and written communication skills.

• Excellent time management and organisation.

• Have a high attention to detail.

• Be highly organised and deadline focused.

• Be a team player.

• Have customer focus.

We believe in taking care of our staff both mentally and physically and in order to support this we offer a range of benefits that you can access.  

•    Employee Share Plan

•    Company pension scheme. 

•    Bonus scheme. 

•    25 days of annual leave allowance that increases with years served (excluding bank holidays). 

•    Private Healthcare. 

•    Life assurance.

•    Income Protection.

•    Access to Spill, our mental health support partner. 

•    Cycle to work scheme.  

•    Half price gym memberships through the healthcare provider. 

•    Free eye test. 

•    Travel loan. 

•    Hastee app, to help manage your salary and finances. 

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued.

This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination.

Vorboss promotes step-free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.