Technical Support Services Manager

2 days ago


Maidenhead, Windsor and Maidenhead, United Kingdom ZipRecruiter Full time
Join Our IT Team
ZipRecruiter is seeking an experienced Service Desk Manager to join our IT team. As a Service Desk Manager, you will lead a team of IT support analysts and deliver exceptional customer service to our clients. Your primary focus will be on managing the team, maintaining project schedules, and developing processes to improve service delivery quality.

Key Responsibilities:
  • Lead a team of Service Desk Analysts in providing first- and second-line support to our clients.
  • Maintain and monitor project schedules, ensuring timely completion and quality delivery.
  • Participate in major incident management processes and track ticket trends to identify areas for improvement.
  • Onboard new services and ensure staff receive necessary training and process documentation.
  • Develop and implement metrics and KPIs to evaluate service delivery quality and performance levels.

Requirements:
We are seeking an experienced Service Desk Manager with a strong background in IT operations and customer service. The ideal candidate will have £55,000 - £65,000 per year, depending on experience, and must be able to work effectively in a fast-paced environment.

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