Service Desk Operations Manager

6 hours ago


London, Greater London, United Kingdom Jas Gujral Full time
Service Desk Manager

Our client, a leading retail technology software company, is seeking a highly skilled Service Desk Manager to join their team. The ideal candidate will have a minimum of 3-5 years of commercial helpdesk support experience and a proven track record of delivering exceptional customer service.

Key Responsibilities:
  • Manage and resolve customer inquiries and issues in a timely and efficient manner.
  • Collaborate with cross-functional teams to ensure seamless service delivery and high-quality customer experiences.
  • Develop and implement ITIL processes for incident, problem, and change management to drive operational efficiency and customer satisfaction.
  • Monitor and report on key performance indicators, including SLA compliance and customer satisfaction ratings.
  • Provide technical guidance and support to junior team members and contribute to the development of the service desk team.
Requirements:
  • At least 2+ years of experience in a customer-facing service desk role, preferably in a SaaS environment within the internet industry.
  • Working knowledge of ITIL service management concepts and experience with front-end ticketing systems such as FreshDesk/Service, ZenDesk, or similar.
  • Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders at all levels.
  • Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues and provide effective solutions.
  • Proficiency in Microsoft Office, particularly Excel, and web browsers and internet applications.


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