Service Desk Manager
Leeds Based
Hybrid Working
My client is seeking a highly skilled and technical Service Desk Manager to lead their support operations and ensure the efficient management of Zendesk and internal support functions.
The successful candidate will oversee the support team of up to 15 UK-based team members and an outsourced team, providing guidance, troubleshooting, and ensuring timely resolution of technical issues. This role also involves owning Zendesk-managing queues, setting up SLAs, and optimising reporting to ensure a seamless support experience for our users.
Key Responsibilities:
1. Zendesk Ownership & Management: Own and manage the Zendesk platform, including setting up and managing queues, SLAs, and reporting functionality to improve team performance and ensure timely resolution of issues.
2. Team Leadership & Support: Lead the service desk team (15 UK staff and outsourced teams), providing guidance, training, and hands-on support to ensure tickets are addressed quickly, ensuring no tickets are left unresolved for extended periods.
3. Technical Support & Troubleshooting: Answer technical questions from users, troubleshoot complex issues related to SQL databases, backup...