Service Desk Operations Leader

3 weeks ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time

Company Overview: Forfusion Ltd is a leading provider of IT Managed Services as Cisco Experts.

Job Description: We are seeking a Service Desk Operations Leader to join our Managed Services team.

About the Role: As the Service Desk Operations Leader, you will be responsible for supervising and motivating the Service Desk team members daily, managing customer support (internal and external), and ensuring service levels are achieved.

Key Responsibilities:
  • Team Leadership: Supervise and motivate the Service Desk team members daily.
  • Service Level Management: Manage customer support (internal and external) and ensure service levels are achieved.
  • Performance Management: Ensure staff meet and exceed performance expectations, meeting defined metrics/benchmarks, and adhering to standards and processes.

Requirements:

  • Experience: Minimum 7 years relevant experience in a support desk engineering or similar technical role, with one to three years of managerial experience and professional experience and/or certifications.
  • Technical Background: Solid technical background with an ability to give instructions to a non-technical audience.

Salary Range: £55,000 - £75,000 per annum (dependent on experience)



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