Service Desk Manager

3 weeks ago

Bracknell, Bracknell Forest, United Kingdom TD SYNNEX UK Limited Full time
About the Role

We are seeking a highly skilled and experienced Service Desk Manager to lead our international team of 24/7 desk service engineers. As a key member of our IT support team, you will be responsible for ensuring the effective and efficient operation of our 24x7 customer TechCARE support desk.

Key Responsibilities
  • Manage and optimize the 24/7 service desk shift rotation to ensure seamless customer support.
  • Design, implement, document, and develop processes to improve service desk operations.
  • Oversee the HR and operational management of the 24/7 service desk team, including recruitment, training, and performance management.
  • Manage customer escalations and major incidents, ensuring timely and effective resolution.
  • Drive continual improvement through KPI and audit design, development, implementation, monitoring, and management.
  • Develop and mentor team members to enhance their skills and knowledge.
  • Contribute to the design and implementation of new services to meet customer needs.
Requirements
  • Relevant experience in leading support teams (3-5 years in a similar role).
  • Awareness of enterprise technologies and computing or networking recognized certifications (e.g. CompTIA Networking+, JNCIS, CCNA).
What We Offer

We provide a competitive compensation package with regular annual salary reviews, hybrid work arrangements (2 days at the office, 3 days at home), and comprehensive benefits, including paid leave, retirement plans, and more.

We value continuous learning and provide a clear progression plan, as well as opportunities for professional development and growth.

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