Senior Service Desk Manager

2 weeks ago

Bristol, Bristol, United Kingdom Peaple Talent Full time
Job Title: Senior Service Desk Manager

Job Summary:

We are seeking a highly skilled Senior Service Desk Manager to join our team at Peaple Talent. As a key member of our service desk, you will be responsible for supervising and mentoring a small team of client service agents, fostering a collaborative environment and providing professional development.

Key Responsibilities:

  • Supervise and mentor a small team of client service agents, fostering a collaborative environment and providing professional development.
  • Ensure high levels of customer support, managing escalations, liaising with internal teams, and improving service desk processes.
  • Proactively manage customer satisfaction, ensuring systems operate BAU.
  • Assist the COO in planning strategies to enhance client service delivery through process improvements and innovative solutions.
  • Prepare and present regular reports on client service metrics, team performance, and client feedback.
  • Handle escalated client issues, ensuring timely and effective resolution.
  • Conduct training for new hires and ongoing training for existing staff to maintain high service standards.
  • Participate in the on-call rota, offering out-of-hours telephone support, covering shifts between 8 AM - 8 PM, 7 days per week.

Requirements:

  • Educated to degree level (BSc, BA) in an IT-related discipline.
  • ITIL Foundation certification.
  • 5+ years of experience working on a customer-facing service desk.
  • Experience using Zendesk (or similar) multi-channel customer service tools.
  • Experience supporting mobile and static devices using industry-standard EMM/MDM tools.
  • Advanced knowledge of Microsoft Office suite (Word, PowerPoint, Excel, Outlook).
  • Excellent knowledge of Windows OS, printing, Windows services, and networking principles (DHCP, routing, wireless).
  • A 'Customer first' attitude and a desire to deliver outstanding support, always with a smile.

Benefits:

  • 25 days of holiday per year, with the option to carry over 3 days.
  • Competitive salary package.
  • We celebrate diversity and value equal opportunity, striving to build a team representing varied backgrounds, perspectives, and skills.
  • We are an 'Equal Opportunity Employer.'

  • Service Desk Manager

    3 weeks ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk ManagerLocation: Remote or HybridSalary: £60,000Peaple Talent is partnering with a leading organisation to find a skilled Service Desk Manager to oversee the operation of their field and desk-based Service Desk teams.The Role: Lead and manage the team to support all IT Support Service aspects, ensuring seamless day-to-day...

  • Service Desk Manager

    3 weeks ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk ManagerLocation: Remote or HybridSalary: £60,000Peaple Talent is partnering with a leading organisation to find a skilled Service Desk Manager to oversee the operation of their field and desk-based Service Desk teams.The Role: Lead and manage the team to support all IT Support Service aspects, ensuring seamless day-to-day...

  • Service Desk Manager

    2 days ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk ManagerLocation: Bristol (2/3 days onsite)Salary: £60,000Peaple Talent is partnering with an established organisation to find a Service Desk Manager to oversee the operation of the field and desk-based Service Desk teams.The Role: Lead and manage the team to support all IT Support Service aspectsMonitor the quality of Service Desk...

  • Service Desk Manager

    2 days ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk ManagerLocation: Bristol (2/3 days onsite)Salary: £60,000Peaple Talent is partnering with an established organisation to find a Service Desk Manager to oversee the operation of the field and desk-based Service Desk teams.The Role: Lead and manage the team to support all IT Support Service aspectsMonitor the quality of Service Desk...

  • Service Desk Manager

    4 days ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk ManagerLocation: Bristol (2/3 days onsite)Salary: £60,000Peaple Talent is partnering with an established organisation to find a Service Desk Manager to oversee the operation of the field and desk-based Service Desk teams.The Role: Lead and manage the team to support all IT Support Service aspectsMonitor the quality of Service Desk...

  • Service Desk Manager

    4 days ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk ManagerLocation: Bristol (2/3 days onsite)Salary: £60,000Peaple Talent is partnering with an established organisation to find a Service Desk Manager to oversee the operation of the field and desk-based Service Desk teams.The Role: Lead and manage the team to support all IT Support Service aspectsMonitor the quality of Service Desk...

  • Senior Service Desk Manager

    5 days ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk SupervisorJob Summary:We are seeking a highly skilled Service Desk Supervisor to join our team at Peaple Talent. As a key member of our service desk, you will be responsible for supervising and mentoring a small team of client service agents, fostering a collaborative environment and providing professional development.Key...

  • Senior Service Desk Manager

    5 days ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk SupervisorJob Summary:We are seeking a highly skilled Service Desk Supervisor to join our team at Peaple Talent. As a key member of our service desk, you will be responsible for supervising and mentoring a small team of client service agents, fostering a collaborative environment and providing professional development.Key...

  • Senior Service Desk Manager

    7 days ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk SupervisorLocation: Office-based with occasional client site visitsWe're seeking a dynamic professional to join our service desk and make a real impact in our fast-paced environment. As a Service Desk Supervisor, you'll be responsible for supervising and mentoring a small team of client service agents, fostering a collaborative...

  • Senior Service Desk Manager

    7 days ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk SupervisorLocation: Office-based with occasional client site visitsWe're seeking a dynamic professional to join our service desk and make a real impact in our fast-paced environment. As a Service Desk Supervisor, you'll be responsible for supervising and mentoring a small team of client service agents, fostering a collaborative...

  • IT Service Desk Manager

    4 days ago

    Bristol, Bristol, United Kingdom Osborne Clarke Full time

    About the RoleOsborne Clarke is seeking an IT Service Desk Manager to lead our Bristol office's service desk team on a fixed-term contract basis. This is a critical period of change as we implement Service Now, and we need a skilled leader to drive our service desk forward.Key ResponsibilitiesThe IT Service Desk Manager will be responsible for managing a...

  • IT Service Desk Manager

    4 days ago

    Bristol, Bristol, United Kingdom Osborne Clarke Full time

    About the RoleOsborne Clarke is seeking an IT Service Desk Manager to lead our Bristol office's service desk team on a fixed-term contract basis. This is a critical period of change as we implement Service Now, and we need a skilled leader to drive our service desk forward.Key ResponsibilitiesThe IT Service Desk Manager will be responsible for managing a...

  • IT Service Desk Manager

    2 weeks ago

    Bristol, Bristol, United Kingdom Osborne Clarke Full time

    Job SummaryOsborne Clarke is seeking an IT Service Desk Manager to lead our Bristol office's service desk team on a month fixed-term contract basis. This is a critical role that will play a key part in the successful implementation of Service Now.Key Responsibilities:As IT Service Desk Manager, you will be responsible for managing a team of support analysts...

  • IT Service Desk Manager

    2 weeks ago

    Bristol, Bristol, United Kingdom Osborne Clarke Full time

    Job SummaryOsborne Clarke is seeking an IT Service Desk Manager to lead our Bristol office's service desk team on a month fixed-term contract basis. This is a critical role that will play a key part in the successful implementation of Service Now.Key Responsibilities:As IT Service Desk Manager, you will be responsible for managing a team of support analysts...

  • Senior Service Desk Manager

    12 hours ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk SupervisorLocation: Office-based with occasional client site visitsThe client is a high-growth business shaping the future of self-serve solutions across mobile for the hospitality sector. Founded by EPOS industry experts, our goal is to make ordering food an awesome experience. We've grown strongly during difficult trading times and...

  • Senior Service Desk Manager

    10 hours ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk SupervisorLocation: Office-based with occasional client site visitsThe client is a high-growth business shaping the future of self-serve solutions across mobile for the hospitality sector. Founded by EPOS industry experts, our goal is to make ordering food an awesome experience. We've grown strongly during difficult trading times and...

  • Senior ICT Service Desk Manager

    2 weeks ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Senior ICT Service Desk AnalystLocation: Office-based with occasional client site visitsAbout the Company: Peaple Talent is a high-growth business shaping the future of self-serve solutions across mobile for the hospitality sector. Founded by EPOS industry experts, our goal is to make ordering food an awesome experience.About the Role: We are...

  • Senior ICT Service Desk Manager

    2 weeks ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Senior ICT Service Desk AnalystLocation: Office-based with occasional client site visitsAbout the Company: Peaple Talent is a high-growth business shaping the future of self-serve solutions across mobile for the hospitality sector. Founded by EPOS industry experts, our goal is to make ordering food an awesome experience.About the Role: We are...

  • Senior Service Desk Manager

    2 weeks ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk SupervisorLocation: Office-based with occasional client site visitsThe company is a high-growth business shaping the future of self-serve solutions across mobile for the hospitality sector. Founded by EPOS industry experts, our goal is to make ordering food an awesome experience. We've grown strongly during difficult trading times and...

  • Senior Service Desk Manager

    2 weeks ago

    Bristol, Bristol, United Kingdom Peaple Talent Full time

    Job Title: Service Desk SupervisorLocation: Office-based with occasional client site visitsThe company is a high-growth business shaping the future of self-serve solutions across mobile for the hospitality sector. Founded by EPOS industry experts, our goal is to make ordering food an awesome experience. We've grown strongly during difficult trading times and...