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Weekend Night Team Supervisor

2 months ago

St Ives Cambridgeshire, United Kingdom Equals One Ltd Full time €27,300

Service Desk Team Manager Location: Office based St Ives, Cambridgeshire
Job Type: Full time
Hours: Monday to Friday 8:30am 5pm, On call cover and 1 week in 4 for weekend cover
The company enables their clients to maximise their buildings performance by providing support around the clock. With our team of experienced problem solvers and their unrivalled platform, you gain full control of your facilities performance. The company gives their clients the people and technology they need to manage their assets and deliver outstanding experiences around their built environment. This empowers you to focus on unlocking the potential of your assets.
Theyre looking for a Service Desk Team Manager to oversee the daily operations of their service desk team, ensuring efficient, high-quality support for clients. By monitoring performance metrics and customer satisfaction, youll identify areas for improvement and implement strategies to enhance service delivery.
As their Service Desk Team Manager, youll be responsible for growing and developing your team by providing training, mentorship, and fostering collaboration to meet team and business goals.
Oversee and manage the daily operations of your service desk team, ensuring SLAs and KPIs are achieved for client accounts.
Track key metrics like response times and customer satisfaction to evaluate team performance.
Provide training, mentorship, and support to foster a skilled and collaborative team environment.
Act as a point of escalationfor client queries and complaints ensuring smooth resolution of complex problems.
Create, update, and enforce service desk policies, processes and procedures to optimize operations.
Balance operational efficiency with user satisfaction by maintaining a focus on delivering high-quality service.
Generate and present weekly reports on team performance, challenges, and service desk statistics.
Collaborating with other Team Managers to ensure ample cover of duties and to work collectively as a team across the Service Desk
Provide on-call out of hours escalation support (Nights & Weekends) on a rota basis
Youre great with customers you have proven experience providing efficient and high-quality customer service
Youre a great communicator you listen to customers, and you can adjust your language to suit different audiences
By putting people first, they invest more in developing them alongside creating career growth opportunities and advancement across the division. Annual leave: 25 days of annual leave, plus bank holidays.
Simply Health plan, gym discounts, and an Employee Assistance Programme.
Charity days and religious holiday swaps.
Learning: Online learning resources and professional development support.
Cycle-to-work scheme and retail discounts.