ICT Service Desk Manager

4 weeks ago

Wyre Forest Worcestershire, United Kingdom Redwood Search Full time

Candidates need to have strong leadership/management experience as the focus of the role is to ensure excellent customer service within the department.

The key skills requirements are to be highly organised, confident communicating over the phone to a network of engineers and directly to customers, have excellent attention to detail in overseeing the planning of engineer’s routes ensuring efficiency and SLAs are at the forefront of every decision made.

Must be highly proficient in excel, etc and confident in pulling together reports to meet deadlines.

Full training on the company's products and systems will be provided.

As Service Desk Supervisor, you will oversee the day-to-day operation of the desk including a team of 4 office and 30 engineers to ensure delivery is met to the agreed level and exceed customer expectations. Reporting to the Aftersales & Service Manager, you will work closely to ensure excellent customer service is achieved.

This is an ideal opportunity for those looking for a valued role in the business and driven by exceptional customer service.

In the Service Desk Supervisor role you will:
• Deliver all service activity in line with KPI’s and ensure excellent customer delivery is met
• Lead and manage a team of 4 office and 30 engineers
• Build relationships with key accounts
• Main point of escalation for any issues(this will be a main escalation point over weekends)

The person required for the Service Desk Supervisor role will be/have:
• IT literate*
• Strong focus on customer satisfaction and long-term customer relationship building

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