Senior Service Desk Manager
3 weeks ago
We are seeking a highly skilled Senior Service Desk Engineer to join our team. As a key member of our service desk, you will play a crucial role in ensuring that our internal customers receive an exceptional level of service at all times.
As a technical service desk, our primary goal is to provide end-to-end ownership of 1st line incidents and requests, while maintaining a high level of customer satisfaction. You will work closely with our Service Desk Engineers and management team to ensure that our BAU work stack is under control and that our internal customers have the necessary equipment and resources to perform their roles.
Key Responsibilities- Act as a point of escalation for the team, driving and promoting high standards.
- Ensure that the BAU work stack is manageable and under control at all times.
- Manage open incidents by working with our Service Desk Engineers and 2nd and 3rd line teams to gain the fastest resolution based on incident SLA.
- Distribute knowledge, mentor, and coach team members.
- Maintain training material and adapt documentation to new processes or technology.
- Assist with the delivery of new projects into the Service Desk.
- Contribute to the Knowledgebase library.
- Act as shift lead in the absence of Service Desk management.
- Drive an excellent level of customer service for our internal customers.
- Strong interpersonal skills.
- Excellent analytical and troubleshooting skills.
- Concise written and verbal communication skills.
- Self-motivation with the ability to use initiative and prioritize proactively.
- Ability to drive continuous improvement and lead by example, displaying a positive can-do attitude.
- Commercial experience working in a service management function.
- Demonstrable experience supporting technologies from a diverse product stack, including AD, Exchange, Office, Teams, and Citrix.
- Experience of leading shifts alongside core responsibilities.
- ITIL background or awareness.
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