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Service Desk Operations Manager

2 months ago

StainesuponThames, Surrey, United Kingdom Techunite Ltd Full time

Techunite Ltd is seeking a seasoned Service Desk Manager to oversee the day-to-day operations of its expanding IT support team.

The ideal candidate will have a proven track record of managing a team of service desk engineers, with a strong focus on leadership, communication, and customer satisfaction.

Key Responsibilities:

  • Lead and manage a team of service desk engineers, ensuring efficient ticket resolution and exceptional customer service.
  • Develop and implement processes to improve team performance, productivity, and customer satisfaction.
  • Collaborate with other departments to integrate customer service with overall business strategies.
  • Prepare and present detailed reports on service desk metrics to senior management.

Requirements:

  • Proven experience as a Service Desk Manager or similar role.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proficient in Microsoft Office.
  • A customer-oriented approach with the ability to adapt/respond to different types of personality types.

Preferred Skills:

  • Experience with IT service management tools and technologies.
  • Knowledge of ITIL framework and best practices.
  • Ability to analyze data and make informed decisions.