Service Desk Manager
3 days ago
A Service Desk Manager is required for an employer based on the outskirts of St Albans.
Excellent benefits include regular salary reviews, bonus, overtime, 25 days annual leave plus Bank Holidays and free parking on site.
A starting salary of £35,000 is on offer with a pay review after 3 months.
The employer has a well respected name within their industry, and pride themselves on creating a wonderful experience for their customers, they are not just about a quick sell
The Service Desk Manager will oversee the running of the Service Desk and a team of Administrators.
The focus will be to deliver a high level of customer service ensuring that all requests are responded to and resolved within agreed time frames.
Day to day responsibilities for the Service Desk Manager will include:
- Queue Management and appropriately logging all incidents and requests within the ticketing system
- Manage and set appropriate expectations of customers
- Document customer specific procedures and ensure adequate knowledge transfer
- Review team performance and quality control results with the team
- Define and agree upon professional development goals
- Identify opportunities for growth and enhancement for team members
- Incorporate regular and timely performance feedback and coaching
- Regularly meet with team leaders and manager to review KPI's
- Induction and training for new starters as required
Requirements for the Service Desk Manager:
- 2 years' experience on an MSP service desk
- Proven track record managing teams
- Willingness to work 1 in 4 weekends (weekend overtime paid)
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