Were working with a leading EDI Technical Solutions Company based in brand new state of the art offices in Chorley, right next to Buckshaw Parkway train station. Part of a wider European group, they are currently looking to recruit an experienced Service Desk Support Manager to lead, manage and coach a team of 8 technical support technicians, ensuring the delivery of top tier customer support and success. This is a hands-on technical support management role where you will have the opportunity to structure and define the team as well as implement new processes, roll out the new ticketing system whilst still getting your hands dirty with some of the end to end ticket resolution. The role can be offered on a hybrid basis with 3 days in the Buckshaw office and 2 days from home.
If you are an experienced Service Desk Manager or Application Support Manager with strong technical experience and a proven track record in implementing new processes and shaping teams, then we want to hear from you!
What youll be doing day to day.
1. Structure, lead, manage, and coach a team of Support Technicians (8)
2. Define and Implement new processes in order to enhance team performance, customer satisfaction and overall service quality.
3. Roll out the newly adopted ticketing system and manage the end to end process of ticket resolution through effective allocation and capacity planning.
4. Lead the resolutio...