Service Desk Manager

2 weeks ago

Bracknell, Bracknell Forest, United Kingdom TD SYNNEX UK Limited Full time

About the Role:

As a Service Desk Manager at TD SYNNEX UK Limited, you will lead an international team of 24/7 desk service engineers. This is a hybrid office-based role working. The role is to ensure the effective quality operation of the 24x7 customer TechCARE support desk providing management and operational supervision of the staffing and shift working to ensure continued service operation.

Key Responsibilities:

  • Managing and optimizing the 24x7 service desk shift rotation

  • Process design, implementation, documentation, and development.

  • HR and operational management of the 24/7 service desk team

  • Customer escalation and major incident management

  • Drive continual improvement through KPI and Audit design, development, implementation, monitoring and managing.

  • People development through mentoring & training

  • Contribute to the design and implementation or new services

Requirements:

  • Relevant experience in leading support teams (3-5 years in a similar role)

  • Awareness of enterprise technologies

  • Computing or Networking recognized Certification (e.g. CompTIA Networking+, JNCIS, CCNA)

What We Offer:

  • We provide competitive compensation with regular annual salary reviews.

  • We value continuous learning and provide a clear progression plan.

  • We provide comprehensive benefits including, paid leave, retirement plans, and more.

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