Service Desk Manager Consultancy - Kent - £45,000 - £50,000 + Excellent Benefits
Overview:
An excellent opportunity has arisen within a highly regarded Managed Service Provider for a Service Desk Manager.
You will be responsible for the delivery of exceptional levels of service and support to their growing client base and internal systems.
Our client provides a broad array of Kent IT Consultancy and managed services and solutions to organisations throughout the South East.
Role & Responsibilities:
* Ensuring accurate and timely resolutions of incidents and requests in line with SLA's
* Manage customer escalations
* Act as the technical escalation for team members (1st, 2nd and 3rd line support)
* Conduct weekly 1:1's to support and coach team members to make sure they meet their KPI's and their development goals
* Conduct Quarterly Performance Reviews
* Ensure that incident reviews are undertaken and written up
* Actively promote excellent customer service for all front-line service delivery, constantly seeking ways to improve customer experience and satisfaction.
* Provide data and reporting of KPI's and trends to ensure the service is suitably managed and optimised and report to management and others in ad-hoc, weekly, and monthly meetings
Essential Skills & Experience:
1. Experience as a hands-on Servi...