Adult Services Senior Manager

2 weeks ago

Luton Bedfordshire, United Kingdom Connexa IT Recruitment Full time

About the Company My client is a well-regarded technology provider in the retail sector. They are on the lookout for a Head of Support Services to lead their Helpdesk operations. If you have a wealth of experience in customer service, a technical background, and a knack for building strong relationships, this could be your next role.
Build and maintain solid relationships with customers and key stakeholders to ensure exceptional service delivery.
Lead the UK support team, overseeing both Level 1 and Level 2 Helpdesk operations. Leverage your 10+ years of service and support experience to manage and improve processes.
Create and document efficient operating procedures to ensure consistent team adherence and optimize the use of service management tools.
Monitor and manage Service Level Agreements (SLAs), ensuring the team has the right resources to meet or exceed customer expectations, including on-call support when needed.
Act as the primary point of escalation for operational issues, working collaboratively with various departments and offshore Level 3 support to ensure smooth service.
Compile reports on Helpdesk performance, providing insights and recommendations to improve service quality.
Lead quarterly service review meetings with clients to ensure satisfaction and alignment with SLAs.

Strong background in IT service management with significant experience leading a Service Desk or similar support function within the retail or quick-service restaurant industry.
Experience in delivering services according to contractual SLAs.
Proven ability to scale support teams by adding talent and expertise to support business growth.
Commercial awareness to drive business success.

Competitive salary with performance bonuses.
Comprehensive benefits package, including health insurance and retirement plans.
Opportunities for career growth and professional development.
Flexible working arrangements and remote work options.
An inclusive and supportive work culture.

Established in Didsbury, Connexa Technology Ltd is becoming one of the UK’s fastest growing IT and Technology recruitment companies.

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