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Service Desk Manager

4 months ago

Redruth, United Kingdom Talentspa Full time

Our client are looking for a highly motivated and process driven Service Desk Manager to manage their engineering team in Redruth.

Your role will be to ensure the efficient and smooth running of its Service Desk and ensure the delivery of SLAs and meet KPIs. This will involve the scheduling of support tickets and engineer site visits, and managing the timely delivery of projects. Inaddition, you will be required to work closely with the Account Management team to ensure a high standard of service delivery to customers.

**Salary**: Up to £35,000, depending on experience and qualifications.

**Full time**

Hybrid role possible following successful training period. Must be located within a commutable distance.

**Service Desk Manager Responsibilities**:
You will oversee and be responsible for the delivery of quality technical support services to clients. Key responsibilities include:

- Management of the Service Desk to ensure efficient and effective organisation of the engineering team (on and off-site), and ensure that customer SLAs are met
- Monitoring incoming tickets and assigning to engineers
- Monitoring of ongoing tickets and projects, reviewing ticket notes, locating potential bottlenecks and reassigning or escalating where necessary
- Establish best practices throughout the entire technical support process
- Set and maintain customer service standards; responding to queries and handling complaints; follow up with customers to identify areas of improvement
- Coordinating members of the team, including technical support, Customer Service, and Sales, in order to meet performance objectives and customers’ expectations.
- Take ownership of, and resolve accordingly, any problems/issued escalated by clients
- Co-ordinate incidents across the operational team to resolve problems
- Work with Sales to ensure the timely delivery of quotes
- Report back to management team on KPIs and SLAs
- Ensuring quality audit trails are maintained.
- Assisting in the maintenance and implementation of the Quality Management System.

**Service Desk Manager Requirements**:
You may have previous experience in a management role or you may have an IT engineering background and be looking for a change in direction. You may have customer service experience and/or experience in the IT Sector. A degree in IT, business or relateddiscipline would be desirable or previous experience within an MSP. ITIL/Prince2 and other management and leadership qualifications, an advantage.
- Highly self-motivated and pro-active
- Strong interpersonal, communication, organizational and follow-through skills
- Team management skills with Excellent interpersonal skills; able to communicate with a wide range of people
- Process driven: Create and implement processes and procedures in collaboration with the Compliance Officer
- Strong customer service ethic and attention to detail
- Reliable and ethical, respecting customers’ confidentiality
- Strong decision-making skills; ability to take the lead and gain respect of colleagues

Desirable
- Proven work experience as a Service Desk Manager
- Hands on experience with help desk and remote-control software
- Previous experience working for a Managed Service Provider
- Solid technical background with an ability to give instructions to a non-technical audience
- Highly developed level of strategic thinking that has been proven in a business environment.

**About The Comapny**:
Established in 2004, our client are a leading IT Managed Service Provider for based in Cornwall and the Southwest. They offer highly technical, accredited systems support and prides themselves on its customer led approach to service. Uniquely to Cornwall,it holds Cisco Premier Partner status, is a Microsoft Gold Partner and a Google Workspace Partner. Further development through funded training and certification is encouraged.