IT Service Desk Manager: Leading Support Excellence
7 days ago
Cognizant – A Global Leader in Infrastructure Services
Our client, a renowned leader in infrastructure services, is seeking an experienced Service Desk Shift Lead to join their team. As a key member of our global service desk, you will play a crucial role in providing 24/7/365 support to clients across various industries.
This is an exceptional opportunity for a skilled professional to take on leadership responsibilities and drive results in a fast-paced environment. If you have a passion for delivering exceptional customer experiences and are committed to excellence, we encourage you to apply.
About the Role
- You will be responsible for monitoring service levels and dashboards to ensure timely resolution of tickets in line with SLAs.
- You will identify trends in tickets and take swift action in accordance with policy and procedure.
- You will understand the financial impact of team activities and monitor performance against standards and expectations.
- You will perform regular audits in accordance with policy and procedure.
Key Qualifications and Skills
- Good experience in a Service Desk role with leadership or supervisory responsibilities.
- Proven ability to train, mentor, and support team members.
- Competent in risk mitigation and issue resolution.
- Strong knowledge of IT service management (ITSM) principles, processes, and tools.
Salary Estimate: £55,000 - £65,000 per annum, depending on experience.
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