Service Desk Manager

30 December 20192019-12-30
Chingford, Essex
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Our client is an award winning, highly customer-focused and forward-thinking business with significant annual growth year on year .

The Service Desk Manager role holds the responsibility for managing a team of frontline support engineers, ensuring that SLA’s are hit, tickets are managed to recognised quality standards and clients are satisfied with the level of service delivered.

You will be responsbile for managing the team via dashboards and reporting tools such that you are aware of team productivity and effectiveness. As a line management role, you will be expected to approve holidays, deliver appraisals, manage grievance and performance management processes and act as a leader for your direct reports ensuring that corporate objective are cascaded and that issues from the floor are escalated to management. It is expected that you will work alongside other service desk managers, service desk managers will be allocated to either managing Level 1, Level 2 or Level 3 tickets, or Field Engineers.

You must be comfortable in a client facing role, where issues are escalated, you will be capable of reaching out to clients, understanding their concerns, and establishing and agreeing a plan of action to address their concerns, where additional support is required you will work with other services managers in order to procure the correct level/type of skills.

This role requires an individual with strong leadership skills looking to ensure that the organisation provides the exceptional service that is required. Any experience of delivery processes is also beneficial due to the variety of work that can occur within the support division of the business.

Skills / Interests Required

  • Passionate about client success
  • Proven ability to be seen as a trusted advisor
  • Able to manage multiple priorities to achieve (exceed!) targets
  • Passionate about technology & how it benefits businesses
  • Process driven and organised / attention to detail
  • Professional and high energy
  • Strong presentation and interpersonal skills
  • Outstanding communication skills, both spoken and written
  • Willing to travel in the UK as needed
  • Proactive, can-do attitude

Experience Required

  • Essential & demonstrable
  • Strong direct experience within a Service Desk environment.
  • Experience of managing a team.
  • Experience of working to SLA & KPI measures.