Nine Twenty Recruitment provided pay range
This range is provided by Nine Twenty Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Fantastic opportunity for an experienced Service Desk Manager to join a very well established IT / Telecoms company in Glasgow.
As the Service Desk Manager with a focus on ticket distribution and management in real time, you will play a pivotal role in overseeing and optimising the ticketing process within our Managed Service offering. Your primary responsibility will be to ensure efficient ticket distribution to the helpdesk users and real-time ticket management for timely issue resolution and superior customer support.
Key Responsibilities:
Ticket Distribution:
* Implement a ticket distribution system to ensure equitable assignment of tickets among the helpdesk team members.
* Analyse ticket volumes and prioritize ticket assignments based on urgency and criticality.
* Monitor ticket queues to ensure a balanced workload distribution and optimal resource utilization.
Real-Time Ticket Management:
* Monitor and track ticket progress in real time, ensuring that tickets are addressed promptly, and SLAs are met.
* Identify potential bottlenecks or delays in ticket resolution and take proactive measures to expedite the process.
* Provide guidance and support to helpdesk technicians to resolve complex or escalated issues.
* Establish and maintain SLAs for ticket response and resolution times.
* Monitor SLA performance and take corrective actions to meet or exceed defined targets.
* Regularly report on SLA adherence and overall service performance to senior management.
* Continuously evaluate the ticketing process for efficiency and effectiveness.
* Suggest and implement process improvements to enhance ticket management and customer satisfaction.
* Collaborate with IT/Comms teams to identify and address root causes of recurring issues.
Team Leadership and Development:
* Lead the Service Desk team to foster a positive and high-performing work environment.
Customer Relationship Management:
* Ensure high customer satisfaction by proactively engaging with clients and addressing any ticket-related concerns.
* Act as the escalation point for major incidents or critical issues, ensuring timely resolution and communication.
Please apply now for an immediate interview.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology, Customer Service, and Management
Industries
Telecommunications and IT Services and IT Consulting
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