IT Service Desk Manager
3 weeks ago
Our client in Farnborough are working with us exclusively to recruit an experienced IT Service Desk Manager to join their them on a permanent basis.
You will manage the day-to-day operation of the Service Desk, manage on-going relationships with internal stakeholders and customers, and act as the point of contact for any business or customer escalations. You will be responsible for providing the highestlevel of customer service with a sales-minded attitude, while developing lasting Customer relationships.
They are an award winning company and an employer of choice, who offer an excellent working environment, the ability to professionally develop and forge a successful career.
Role Responsibilities:
- Act as contact for for the Technical Ops Department.
- Hire, manage, and support service desk staff, acting as in-person manager for the day-to-day activities such as expenses, travel, performance reviews, etc.
- Scheduling of Service Desk staff for project based work, new customer deployments, migrations, upgrades, expansions, and maintenance activities.
- Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by up-selling products and services.
- Handle any customer concerns or complaints quickly and professionally, managing and resolving any escalations.
- Support sales activities, acting as point of contact for technical questions.
- Continuously improve current service desk methods to increase productivity and standards.
- Coordinate operational activities with other company divisions, working closely with the Service Desk, Service Delivery, Pre-Sales, Business Operations and Architect functions.
- Identify what is required before each task can be begun or completed
- Work closely with Technical Teams to coordinate tech changes.
- Strong ability to effectively manage cooperative working relationships.
- Willingness to travel between company offices and customer locations, with some late evenings and weekends as required.
- At least 3+ years experience managing IT professionals.
- Strong understanding of on-call responsibilities and procedures.
- Strong ability to work under pressure.
- Able to prioritize work, based upon continuous new input and changing business needs.
- Proactive and preventive in problem solving.
- Highly developed technical skills, excellent technical judgement and ability to troubleshoot issues with hardware, software & networking.
- Effective written and verbal communication skills.
- Strong inter-personal skills, diplomacy, and able to aspire confidence with a professional approach.
- Experience of coaching and mentoring team to provide necessary training to improve skill sets.
- Project planning and ITIL experience.
- Knowledge of best practice, IT trends and industry developments.
Salary will be highly competitive, and will come with a comprehensive benefits package including: Remote & flexible working, 25 days a year holiday plus bank, Enhanced Company Pension Scheme, Enhanced Maternity & Paternity Leave, 5 Paid Charity Days, Health& Dental Care option, Death in service, Paid extended parental leave & bereavement leave for those you love, not just direct family.
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