Senior IT Service Desk Manager
Our client provides end to end IT Solutions and Managed IT Services for small to medium-sized businesses. They provide Consultancy, Installation, and IT Support Services.
They are looking for a Senior IT Service Desk Manager who will lead a small team of technical specialists who provide office-based telephone support and onsite client installations.
Key Responsibilities are:
1. Line management of the Technical Specialists, acting as a point of escalation for the support desk queries.
2. Completing regular reviews of the IT Technical Support Specialists performance. Supporting, appraising, developing and coaching the team.
3. Monitoring trends and analysing data within the team to identify issues, resolve and suggest measures to be put in place for long-term resolution.
4. Instilling rigorous practices within the technical team, ensuring complete and accurate logging of all calls and incidents. Ensuring compliance with ISO: 27001.
5. Delivery of first-class customer service, ensure the customers are updated regularly and that they are satisfied with the resolution of the call prior to closure
6. Escalate any problems, major incidents, issues, or complaints as appropriate and manage and coordinate urgent and complicated support issues
7. Responsibility for process and service improvements.
8. Working closely with the CEO and the Finance team to ensure exceptional...