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Service Desk Operations Manager

2 months ago

Nantwich, Cheshire East, United Kingdom OCC Computer Personnel Full time
About the Role

We are seeking a highly organized and technically proficient Service Desk Lead to oversee the daily operations of the Service Desk function. This role is perfect for someone with a strong technical background who also excels in customer service and operational management.

Key Responsibilities
  • Ensure the Service Desk team consistently meets Service Level Agreements (SLAs)
  • Maintain timely communication with clients
  • Manage escalations and ensure engineers are efficiently resolving tickets
  • Coordinate planned maintenance and conduct service reviews with clients
  • Liaise with vendors and circuit suppliers to ensure cases are logged and followed up in a timely fashion
  • Continuously improve the overall performance of the Service Desk function
Requirements
  • Technical Background: Solid hands-on experience in networking, cloud infrastructure, or security services
  • Problem Solving: Strong troubleshooting skills to resolve technical issues independently or by collaborating with the team
  • Leadership: Proven experience in leading or managing a technical support or Service Desk team function
  • SLA Management: Demonstrated success in meeting and exceeding SLAs, with a focus on continuous service improvement
  • Communication: Excellent communication and interpersonal skills to manage internal teams and build strong client relationships
  • Customer-Focused: A deep understanding of customer needs, providing timely updates, and managing client expectations effectively
  • Process-Oriented: Ability to create, manage, and maintain structured processes, ensuring compliance with SLAs and company standards
What We Offer
  • Competitive salary and benefits package
  • 100% Remote working with flexibility
  • 25 days holiday plus your birthday off
  • Private Healthcare
  • Death in Service Cover
  • Enhanced Maternity / Paternity package
  • Regular company activities
  • A friendly and inclusive working atmosphere
  • Technology Salary offset scheme
  • Career progression opportunities within a fast-growing technical team