If you are an experienced Service Desk Manager with excellent communication skills and a proven track record of providing technical support whilst managing a small team, we have an exciting opportunity for you.
Please note this is a hybrid role with 50% onsite attendance in Hertfordshire.
SummaryYou will lead, coach and inspire a team of service desk engineers providing them with clear KPI’s required to deliver a successful support service. The goal of the service desk manager is to achieve industry leading employee engagement scores whilst delivering world class customer satisfaction.
Responsibilities
1. Successfully lead & manage the Service Desk Team, driving a culture of service excellence, continuous improvement and delighting our customers.
2. Onboard new users into the Service Desk ensuring a seamless support transition is delivered
3. Line management of technical and team lead staff members, including 1-2-1’s, annual reviews, development and succession planning.
4. Create and report on and improve key Service Desk performance metrics (ticket volume trends, first line resolution rate, SLA’s, response time, wait time, resolution time, customer satisfaction
5. Ensure KPI’s set for Team Leaders and Technical staff are met on a daily basis, including time logging, tickets logged/resolved and customer satisfaction scores
6. Ownership of P1 tickets and driving to resolution ens...