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Service Desk Operations Manager
2 months ago
Job Title: Service Desk Manager
Company: In Technology Group Limited
Location: Onsite
Salary: £30,000-40,000 per annum (DOE)
We are seeking an experienced Service Desk Manager to join our team on a full-time onsite basis. As a key member of our IT department, you will be responsible for overseeing the daily operations of the service desk team, ensuring efficient and high-quality IT support for our clients.
Key Responsibilities:
- Team Leadership: Lead and manage the service desk team, providing guidance, training, and performance evaluations to ensure the team is equipped to deliver exceptional service.
- Issue Resolution: Ensure timely resolution of client issues and adherence to Service Level Agreements (SLAs) to maintain high levels of customer satisfaction.
- Escalation Management: Handle escalations and complex technical issues, coordinating with other teams as needed to resolve issues efficiently.
- Performance Monitoring: Monitor and report on service desk performance, implementing improvements as necessary to enhance service delivery.
- Documentation and Knowledge Management: Develop and maintain documentation, procedures, and knowledge bases to ensure seamless knowledge transfer and continuous improvement.
- Client Collaboration: Collaborate with account managers to understand client needs and ensure customer satisfaction, driving business growth through exceptional service.
- Industry Staying Current: Stay updated on industry trends and technologies to continuously enhance service desk operations, ensuring our clients receive the best possible service.
