Job Title: Service Desk Manager
We are seeking an experienced Service Desk Manager to join our team at Nine Twenty Recruitment. As a Service Desk Manager, you will play a pivotal role in overseeing and optimizing the ticketing process within our Managed Service offering.
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.
Service Level Agreement (SLA) Compliance:
* 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.
Continuous Improvement:
* 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.
This is an exciting opportunity to join a well-established IT / Telecoms company in Glasgow and take your career to the next level.