Address
Form of work
Salary
A global company are looking for a Service Desk Manager to manage the support function across the MSP.
This role will focus on developing a customer first culture and ensuring that service for all staff is at top standard. You will work with the senior leadership team to build and establish a high-performing Service Desk team with skilled and qualified staff.
Key responsibilities will include:
• Monitor the performance and quality to ensure all team members are following defined operational processes for call and ticket management
• Identify and address any knowledge/ skill gaps by implementing targeted training plans to drive improvements in service.
• Support and motivate others, encouraging them to achieve their goals, in alignment with organisational goals
• Manage, Report and drive Service Improvements/ team performance
• Day to Day Management of the Service Desk and all activities
• Act as a single point of contact for key stakeholders regarding IT issues, queries and reporting
Experience Required:
• Experience of managing a Service Desk support function
• Ability to use initiative and diagnose some users' problems without referral
• Good level of technical skills, troubleshooting basic PC issues with hardware, software & networking
• Good inter-personal skills: diplomatic and able to inspire user confidence
