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Form of workSummary:
We are seeking a highly motivated and experienced Service Desk Manager to oversee the daily operations of our Service Desk team. The successful candidate will be responsible for ensuring that our Service Desk team provides exceptional customer service and technical support to our clients. The Service Desk Manager will also be responsible for managing the team's performance, ensuring that service level agreements are met, and identifying areas for improvement.
Responsibilities:
- Manage the day-to-day operations of the Service Desk team, ensuring that all service requests are handled in a timely and efficient manner
- Develop and implement Service Desk policies, procedures, and standards to ensure consistent service delivery
- Monitor Service Desk performance metrics and identify areas for improvement
- Ensure that service level agreements are met and that customer satisfaction is maintained
- Manage the Service Desk team's workload and schedule to ensure adequate coverage
- Provide technical support and guidance to the Service Desk team as needed
- Collaborate with other departments to identify and resolve complex technical issues
- Develop and maintain relationships with key stakeholders, including clients, vendors, and internal teams
- Manage the Service Desk resources to ensure optimal performance
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field
- 5+ years of experience in a Service Desk management role
- Strong technical knowledge of IT systems and infrastructure
- Excellent communication and interpersonal skills
- Proven ability to manage a team and drive results
- Experience with ITIL or other service management frameworks
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced, dynamic environment
In exchange we offer a market competitive salary, and a supportive and collaborative work environment within a growing organisation.
To apply for this role, use the ‘Apply for this job’ link below, an optional short cover letter may be submitted.
**No agencies please**
