Service Desk Manager
We're looking for a dynamic Service Desk Manager to lead and oversee the daily operations of our wonderful Service Desk team, ensuring efficient and effective support for our customers.
This role involves managing a team of 6 service desk analysts, coordination with both internal and external departments and maintaining high levels of customer satisfaction.
The Service Desk Manager is also responsible for developing and implementing service desk policies, procedures and best practices to enhance service delivery.
Main Responsibilities:
1. Lead and manage the service desk team, including hiring, training and performance evaluations.
2. Ensure timely and accurate resolution of service requests and incidents.
3. Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure service desk performance.
4. Collaborate with other internal and external departments to ensure seamless service delivery and support.
5. Implement and maintain service desk tools and technologies.
6. Identify and address areas for improvement in service desk processes and procedures.
7. Provide regular reports on service desk performance and customer satisfaction.
8. Manage escalations and ensure effective communication with stakeholders.
9. Manage and collaborate with third party suppliers where appropriate and ensure their performance is in line with clients’ expectations.
10. Participate in customer service reviews when required.
11. Be part of the On Call Team on a rota system (24x7).
Skills and Experience:
1. Ability to handle customers at both an operational and senior level.
2. Knowledge of IT service desk tools and best practices (knowledge of ServiceNow is advantageous).
3. Strong interpersonal and communication skills - presentation, written and verbal.
4. Ability to prioritise a busy workload.
5. Ability to meet deadlines and maintain high standards even when under pressure.
6. Able and experienced in motivating and managing teams effectively.
7. ITIL Professional Preferred but not essential.
Personality skills:
1. Must be self-motivated and able to work on own initiative.
2. Must work well in a team environment.
3. Experience in a similar Service Desk Manager/Customer Engagement role would also be of benefit.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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