Service Desk Manager

2 weeks ago


Huddersfield, United Kingdom REED Technology Full time

My global company is looking for a**Service Desk Manager** to manage the support function which includes their 1st and 2nd line teams. This role will focus on you ensuring processes are followed, KIPs achieved and supporting the Team Leaderswith the day to day management activities. You will work with the **IT Operations Manager** to build and establish a high-performing **Service Desk team** with skilled and qualified staff. This is a great opportunity for someone looking to gain experience in service desk management.

**Key responsibilities will include**:

- Monitor the performance and quality to ensure all team members are following defined operational processes for call and ticket management
- Identify and address any knowledge/ skill gaps by implementing targeted training plans to drive improvements in service.
- Support and motivate others, encouraging them to achieve their goals, in alignment with organisational goals
- Manage, Report and drive Service Improvements/ team performance
- Day to Day Management of the Service Desk and all activities
- Act as a single point of contact for key stakeholders regarding IT issues, queries and reporting

**Experience Required**:

- Experience of managing a Service Desk support function
- Ability to use initiative and diagnose some users' problems without referral
- Good level of technical skills, troubleshooting basic PC issues with hardware, software & networking
- Good inter-personal skills: diplomatic and able to inspire user confidence

**_Monday - Friday/ Hybrid Working - 2/3 days per week on site in their Huddersfield offices._


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