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
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