Service Desk Manager
Posted 17 days ago
- Cambridge, Cambridgeshire
- Permanent
- Bonus, Excellent Benefits
- £45,000 to £55,000 /Yr
- Sponsored
- Expires In 11 days
Service Desk Manager
We are seeking an experienced Service Desk Manager to join a world leading technology manufacturer. This role offers an excellent opportunity to progress within one of the fastest growing technology businesses in the UK.
Duties and Responsibilities
* Set the direction of a large team
* Act as a point of escalation, ensuring the effective management of all incidents.
* Ensure that adequate resources, consistency and quality are maintained and that service targets are met.
* This is a fast-paced and varied role, requiring excellent communication and customer service skills
* Ensure KPI’s are met, service level agreements and operational level agreements are achieved.
* Proactively monitor calls, tickets alerts across our engineering Tiers to identify trends with support and take appropriate action
* Develop process efficiency and common ways in which processes are optimise.
* One to one management of the team as well as recruiting new employees
Essential Experience
* 3+ years of experience managing a Service Desk
* Experience managing incident response and escalation
* Proven background leading a busy and dynamic helpdesk and overcoming challenges
* Excellent written skills and ability to communicate with people of all levels including confident telephone manner
Desirable Experience
* IT literate
* Salesforce experience
* Speak an additional European language
Keywords – SERVICE DESK, MANAGER, HELPDESK, SERVICE DELIVERY
We are seeking an experienced Service Desk Manager to join a world leading technology manufacturer. This role offers an excellent opportunity to progress within one of the fastest growing technology businesses in the UK.
Duties and Responsibilities
* Set the direction of a large team
* Act as a point of escalation, ensuring the effective management of all incidents.
* Ensure that adequate resources, consistency and quality are maintained and that service targets are met.
* This is a fast-paced and varied role, requiring excellent communication and customer service skills
* Ensure KPI’s are met, service level agreements and operational level agreements are achieved.
* Proactively monitor calls, tickets alerts across our engineering Tiers to identify trends with support and take appropriate action
* Develop process efficiency and common ways in which processes are optimise.
* One to one management of the team as well as recruiting new employees
Essential Experience
* 3+ years of experience managing a Service Desk
* Experience managing incident response and escalation
* Proven background leading a busy and dynamic helpdesk and overcoming challenges
* Excellent written skills and ability to communicate with people of all levels including confident telephone manner
Desirable Experience
* IT literate
* Salesforce experience
* Speak an additional European language
Keywords – SERVICE DESK, MANAGER, HELPDESK, SERVICE DELIVERY