Service Desk Manager

+1
+1
Cambridge, England, United Kingdom

+1
+1
Cambridge, England, United Kingdom

À propos

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

Compétences idéales

Salesforce

Cambridge, England, United Kingdom

Expérience professionnelle

Systems Administrator

Compétences linguistiques

English

Avis pour les utilisateurs

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