Senior Service Desk Manager
7 days ago
Location: Office-based with occasional client site visits
We're seeking a dynamic professional to join our service desk and make a real impact in our fast-paced environment. As a Service Desk Supervisor, you'll be responsible for supervising and mentoring a small team of client service agents, fostering a collaborative environment and providing professional development.
Key Responsibilities:
- Ensure high levels of customer support, managing escalations, liaising with internal teams, and improving service desk processes.
- Proactively manage customer satisfaction, ensuring systems operate BAU.
- Assist the COO in planning strategies to enhance client service delivery through process improvements and innovative solutions.
- Prepare and present regular reports on client service metrics, team performance, and client feedback.
- Handle escalated client issues, ensuring timely and effective resolution.
- Conduct training for new hires and ongoing training for existing staff to maintain high service standards.
- Participate in the on-call rota, offering out-of-hours telephone support, covering shifts between 8 AM - 8 PM, 7 days per week.
Requirements:
- Educated to degree level (BSc, BA) in an IT-related discipline.
- ITIL Foundation certification.
- 5+ years of experience working on a customer-facing service desk.
- Experience using Zendesk (or similar) multi-channel customer service tools.
- Experience supporting mobile and static devices using industry-standard EMM/MDM tools.
- Advanced knowledge of Microsoft Office suite (Word, PowerPoint, Excel, Outlook).
- Excellent knowledge of Windows OS, printing, Windows services, and networking principles (DHCP, routing, wireless).
- A 'Customer first' attitude and a desire to deliver outstanding support, always with a smile.
Benefits:
- 25 days of holiday per year, with the option to carry over 3 days.
- Competitive salary package.
- We celebrate diversity and value equal opportunity, striving to build a team representing varied backgrounds, perspectives, and skills.
- We are an 'Equal Opportunity Employer.'
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