Service Desk Manager

Service Desk Manager

We are seeking an experienced Service Desk Manager to join a world leading technology manufacturer. This role offers an excellent opportunity to progress within one of the fastest growing technology businesses in the UK.

Duties and Responsibilities

• Set the direction of a large team

• Act as a point of escalation, ensuring the effective management of all incidents.

• Ensure that adequate resources, consistency and quality are maintained and that service targets are met.

• This is a fast-paced and varied role, requiring excellent communication and customer service skills

• Ensure KPI’s are met, service level agreements and operational level agreements are achieved.

• Proactively monitor calls, tickets alerts across our engineering Tiers to identify trends with support and take appropriate action

• Develop process efficiency and common ways in which processes are optimise.

• One to one management of the team as well as recruiting new employees

Essential Experience

• 3+ years of experience managing a Service Desk

• Experience managing incident response and escalation

• Proven background leading a busy and dynamic helpdesk and overcoming challenges

• Excellent written skills and ability to communicate with people of all levels including confident telephone manner

Desirable Experience

• IT literate

• Salesforce experience

• Speak an additional European language

Keywords – SERVICE DESK, MANAGER, HELPDESK, SERVICE DELIVERY