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.