Service Desk Manager

2 weeks ago


Derby, Derby, United Kingdom VIQU Ltd Full time
Job Overview

VIQU Ltd is seeking a seasoned Customer Service Desk Manager to lead and inspire our growing service desk team. As a key member of our service delivery team, you will play a pivotal role in managing the efficiency of the Service Desk while delivering exceptional customer experiences.

Key Responsibilities
  • Ensure the Service Desk operates efficiently and securely, aligning with both business goals and compliance with industry standards.
  • Lead, inspire, and coach the Service Desk team, encouraging high performance in troubleshooting systems.
  • Manage escalations, resolve technical issues (e.g., transaction failures, reconciliation errors), and drive first-class support across multiple customer touchpoints.
  • Use metrics like transaction success rates to identify trends and opportunities for improvement.
Requirements
  • Proven experience leading and developing high-performing Service Desk teams in payments or equivalent industries (e.g., Retail tech, Logistics, SaaS).
  • Demonstrated ability to manage and troubleshoot high-volume transaction environments.
  • Familiarity with or experience in payment security standards (e.g., PCI-DSS or similar security standards in adjacent industries).
  • Strong communication and leadership skills, with the ability to motivate and manage a team.

For further information, please contact Jenny Saban.


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