![Digital Waffle](https://contents.bebee.com/companies/gb/digital-waffle/avatar-iIeaH.png)
Teamlead Sales Remote
2 weeks ago
About the Company: Digital Waffle is seeking a skilled Service Desk Manager to join a thriving client in Southampton. The company values collaboration and individual growth, making it an exciting place to work.
Responsibilities:
- Manage a team supporting Microsoft stack (Azure, AD, Exchange), networking, firewall, router, switch management, remote access, and VPN.
- Foster a collaborative environment for knowledge sharing and skill development in incident management, problem resolution, and service requests.
- Set performance goals based on metrics like First Call Resolution Rate and Mean Resolution Time, monitoring team performance and identifying areas for enhancement.
- Oversee ticket assignment, technician queues, and compliance with service level agreements (SLAs) using tools like round-robin or skill-based routing.
- Implement efficient workflows aligning with ITIL practices, including incident escalation, change management, and knowledge base upkeep.
- Lead the recruitment of new team members, ensuring seamless onboarding and in-depth training on ticketing systems and IT support methods.
- Optimize resource management through effective scheduling, ensuring smooth operations during staff absences or unexpected incidents.
- Drive service improvement through data analysis and process adjustments based on ticket trends, resolution times, and customer satisfaction metrics.
Requirements:
- Minimum 5 years of experience in a Service Desk or related IT support role.
- Demonstrated leadership and team management abilities focused on IT service delivery.
- Deep understanding of IT service desk best practices, ITSM methodologies like ITIL v4, and incident management frameworks.
- Proficiency in ticketing systems and performance management tools.
This role provides a competitive salary and benefits package, along with the opportunity to work in a dynamic and supportive environment.
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