Service Desk Team Lead

Service Desk Team Lead
Location: Yate, South Gloucestershire (fully onsite, 5 days per week)
Salary: Competitive — available on application

The Opportunity

This is a genuinely exciting opportunity for a technically minded individual to join a fast-growing business in the clean energy sector at a pivotal moment. The Technical Help Desk function is being built from the ground up, and this role will be instrumental in shaping how it looks, feels, and operates. Working directly alongside the Head of Aftersales to define processes, set standards, and establish a customer first culture from day one.

Field service work will be handled by an outsourced partner, meaning this role is centred on intelligent triage. Understanding customer issues quickly, diagnosing root causes accurately, and ensuring the right resource is deployed at the right time. The individual in this position will be the technical backbone of the aftersales operation and the primary point of contact for customers requiring support.

Key Responsibilities

• Act as the first point of escalation for inbound technical support queries relating to proprietary hardware systems and associated infrastructure
• Triage and diagnose hardware faults remotely, determining whether issues can be resolved via guidance or require field service deployment
• Liaise with the outsourced field service partner to coordinate site visits, ensuring customer expectations are managed throughout
• Build and maintain strong customer relationships, ensuring communication remains proactive, professional, and solution focused at all times
• Work closely with the Head of Aftersales to design and implement help desk processes, workflows, and escalation procedures
• Contribute to the development of a knowledge base and internal technical documentation to support consistent and efficient resolution
• Track and report on support metrics, identifying recurring issues and feeding insights back into product and operations teams
• Play a key role in shaping the team structure as the function grows, potentially taking on line management responsibilities in due course

Skills & Experience

The successful candidate will bring:

• A minimum of 4 to 5 years experience in a hardware focused technical help desk or technical support role
• Proven ability to diagnose and triage hardware faults. Experience with power electronics, energy storage, EV charging infrastructure, or similar electro mechanical systems would be a strong advantage
• A working appreciation of software systems and connectivity, sufficient to understand integrated hardware and software products and assist with basic software related queries
• Excellent interpersonal and communication skills, comfortable engaging directly with customers across all levels, from site engineers to fleet managers and senior stakeholders
• A proactive, ownership driven mindset with the confidence to make decisions in ambiguous situations
• Experience contributing to or building new processes and functions, rather than simply operating within established ones
• Strong organisational skills and the ability to manage multiple cases simultaneously without compromising on customer experience

Desirable (Not Essential)

• Background in EV charging, energy storage, or clean energy technology
• Familiarity with CRM or ticketing platforms such as Zendesk, Salesforce, or HubSpot Service Hub
• Experience working with or managing outsourced field service or logistics partners
• Previous experience in a team lead, senior technician, or mentoring capacity