Support Desk Manager

2 weeks ago

Solihull, Solihull, United Kingdom ASSA ABLOY Full time
Job Title: Support Desk Manager

Main Responsibilities:

  • Team Leadership: Oversee support teams to ensure efficient operation and maintain high-quality customer service.
  • Performance Monitoring: Regularly review and analyze key performance indicators (KPIs) to ensure best practices are followed and standards are maintained.
  • Training and Development: Enhance the team's understanding of products and services for effective remote support and customer engagement.
  • Customer Relations: Build and maintain strong relationships with customers through regular communication and issue resolution.
  • Process Improvement: Collaborate with senior leadership and departmental management to develop and implement continuous improvement processes.
  • Incident Management: Implement and manage incident response protocols to ensure timely and effective resolution of customer issues.
  • Service Desk Tools: Manage and optimize service desk tools and software to improve efficiency and customer satisfaction.
  • Documentation: Ensure all processes and troubleshooting guides are well-documented and up-to-date.
  • Performance Reporting: Deliver regular performance reports to senior management to track progress and identify areas for improvement.

Key Working Relationships:

  • Reporting: Report to the Head of Service and collaborate with senior leadership to achieve business objectives.
  • Cross-department Collaboration: Work closely with the commercial and sales team to understand and meet customer requirements.
  • Account Management: Liaise with key account sales managers to ensure customer satisfaction and retention.
  • Product Team Liaison: Coordinate with internal software and product teams to stay up-to-date on product knowledge and features.
  • Client Interaction: Build rapport and engage with customers to understand their needs and preferences.

Person Profile:

  • Organised and Punctual: Well-organised, punctual, and self-disciplined with a strong attention to detail.
  • Communication Skills: Excellent verbal and written communication skills with the ability to adapt to different communication styles.
  • Problem-solving: Proactive and efficient problem solver with a holistic view of business and customer needs.
  • Initiative: Ability to work independently and make appropriate decisions with minimal supervision.
  • Leadership Skills: Strong leadership and team management skills with the ability to motivate and inspire team members.
  • Customer Service Driven: Focus on customer service and satisfaction with a commitment to delivering high-quality results.

Benefits:

  • Leave: 24 days leave, increasing by 1 day per year after 2 years of employment.
  • Pension: Company pension scheme.
  • Technology: Tablet/phone and laptop provided.
  • Training: Opportunities for internal and external training to enhance skills and knowledge.
  • Hybrid Working: Minimum of 4 days office-based with flexibility to work remotely.

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