Service Desk Operations Manager

7 days ago


StourportonSevern, Worcestershire, United Kingdom People Solutions Group Full time
Service Desk Support Manager

We are seeking a highly skilled and experienced Service Desk Support Manager to join our team at People Solutions Group. As a key member of our operations team, you will be responsible for overseeing the day-to-day operation of our service support desk, ensuring that our customers receive exceptional service and support.

Key Responsibilities:
  • Manage a team of service support staff and ensure they provide excellent customer service
  • Identify and implement potential improvements in service desk operation
  • Deal with staff HR duties
  • Allocate jobs to team of service field engineers
  • Develop and implement strategies to improve customer satisfaction and retention
  • Handle escalated customer inquiries and complaints
  • Collaborate with other departments to resolve customer issues
  • Monitor team performance and provide coaching and feedback
  • Create and maintain support documentation and resources
  • Conduct regular training sessions for support staff
  • Carry out daily team update meetings
Requirements:
  • Proven experience in a customer support or similar role
  • Strong leadership and management skills
  • Excellent communication and interpersonal skills
  • Ability to negotiate and resolve conflicts
  • Proficient in using customer support software and tools
What We Offer:
  • Modern working environment
  • Working for a market leader
  • Free site parking
  • Canteen and break out area
  • Career progression and development
  • Team incentives
  • £5k shift allowance additional to basic salary


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