Service Desk Manager
3 weeks ago
Service Desk Manager
Pertemps are currently recruiting for a Service Desk Manager on behalf of our client based in Telford, Shropshire.
We are seeking a highly skilled and motivated Service Desk Manager to lead our dynamic B2B customer support team for technology focussed hardware and software product lines. The ideal candidate will possess a strong background in technical support, excellent leadership skills, and a customer-centric mindset. This role is crucial in ensuring the delivery of exceptional service to our business-to-business clients while managing and optimizing the service desk operations. Hours: Mon-Fri 8:00am - 17:00pm | 1 hour for lunch | WFH 1 day a week after training
Lead and inspire a multi-site team of service desk professionals, fostering a collaborative and customer-focused environment.
• Conduct regular team meetings, set performance goals, and provide coaching and mentoring to enhance the team's capabilities.
B2B Customer Support:
• Oversee the resolution of technical issues related to hardware and software product lines for B2B customers and inter divisional support.
• Service Desk Operations:
• Develop and implement service desk policies, procedures, and best practices to optimize efficiency and effectiveness.
• Monitor service desk metrics and performance indicators, identifying areas for improvement and implementing corrective actions, publish regular reports to business sector leads with KPI metrics and analysis.
• Escalation Management:
• Collect and analyse customer feedback to drive continuous improvement in service delivery.
Training and Development:
• Develop training programs for service desk staff, ensuring they are well-equipped to handle a diverse range of technical issues.
• Stay informed about industry trends and advancements to keep the team up-to-date on the latest technologies.
Proven experience in a technical support role, with a focus on B2B customer support.
• Strong leadership and team management skills, with a track record of developing high-performing teams.
• Familiarity with hardware and software products, including troubleshooting and resolution techniques.
• Knowledge of service desk tools and systems.
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