EBITS LLP

EBITS LLP is a world leader in providing software and hardware solutions for the Aviation Refuelling industry. Our systems are deployed in most of the major international airports around the world; our customers include some of the world's largest corporations. We are hiring a Support Team Lead to cover a maternity leave for a minimum of 9 months, likely to extend to 12 months. This role reports to the Director and works closely with the management team. We are looking for someone with a strong helpdesk, service desk or customer service background who has had a taste of leadership. A technical background is also preferred. Responsibilities: Lead the team, ensure that customers always receive exemplary service. Logging, investigating and resolving customer requests and progressing them in line with defined SLAs whilst keeping the customer fully up to date. Creation and distribution of internal and external reports. Monitoring the service desk system to ensure that all tickets are correctly logged, prioritised and handled within SLA. Write and maintain documentation that aids support and the customer (FAQ's, troubleshooting guides, knowledge base articles). Deliver occasional training to customers and colleagues. Cover out of hours on call work on a scheduled basis. Desirable skills: Excellent verbal and written English SQL knowledge Strong mentality Excellent organisational skills Problem solving skills Presentable and confident in presentation/public speaking.