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Service Desk Operations Manager
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We are seeking a highly skilled and experienced Service Desk Operations Manager to join our team at MI5. As a key member of our service desk operations, you will play a pivotal role in managing our service desk operations, providing guidance and support to our customers, and ensuring that our service desk operations run smoothly and efficiently.
Key Responsibilities- Service Desk Operations Management: Oversee the timely handling of customer inquiries, monitor queues, and provide direction to your team of service desk analysts.
- Technical Support: Provide technical support to customers, including troubleshooting and resolving complex technical issues.
- Team Leadership: Lead and manage a team of service desk analysts, providing guidance, support, and training to ensure they have the skills and knowledge needed to perform their roles effectively.
- Process Improvement: Identify opportunities for process improvement and implement changes to improve the efficiency and effectiveness of our service desk operations.
- Technical Proficiency: Technical proficiency and experience with Ticket Management Systems and Microsoft tools (Excel, Word, Outlook).
- Service Desk Operations Experience: Familiarity with service desk operations, including task triage and prioritisation.
- Leadership and Management Skills: The ability to lead and manage a team, provide guidance and support, and make decisions in a fast-paced environment.
- Competitive Salary: A competitive salary and benefits package.
- Opportunities for Growth and Development: Opportunities for growth and development, including training and development programs aligned with your role.
- Collaborative and Supportive Team Environment: A collaborative and supportive team environment that values diversity and inclusion.
