Service Desk Director
2 days ago
Shaw Daniels Solutions is seeking an experienced Service Desk Director to lead our IT Service Desk team. As a key member of our IT department, you will play a critical role in ensuring that our customers receive exceptional service and support.
About the Company:
Shaw Daniels Solutions is a leading provider of IT solutions, dedicated to delivering exceptional service and support to our customers.
About the Role:
- Lead the IT Service Desk team, providing strategic direction and guidance to ensure high-quality customer service delivery.
- Develop and implement processes to improve efficiency, productivity, and customer satisfaction.
- Analyse data to identify trends and areas for improvement, and implement changes as necessary.
- Collaborate with the Head of IT Operations to align the Service Desk strategy with business objectives.
Responsibilities:
- Day-to-day management of the IT Service Desk, including managing new and existing tickets.
- Take ownership and act as initial contact point for escalations, updating IT Management and agreeing next actions if required.
- Ensure that support services are consistently meeting the needs of the business.
- Complete Service reviews for both the IT Management Team and Business Operational Management teams on Incidents/ Service Requests/ Problems and trends.
Key Skills and Qualifications:
- Minimum 5 years' experience in IT Service Desk management, with a strong track record of delivering excellent customer service.
- Excellent communication and leadership skills, with the ability to motivate and inspire a team.
- Strong analytical skills, with the ability to collect, interpret, and utilise data for informed decision-making.
- ITIL Foundation Certification (ITIL 4 preferred).
Estimated Salary: £70,000 - £90,000 per annum, depending on experience.
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