Service Desk Manager

7 days ago


New Works, United Kingdom Pertemps SSDC - DDT Full time

**Service Desk Manager**
**Fully remote**
Our public sector client based in Wales are looking for a Service Manager to lead and manage the Service Desk team. This role is key in ensuring that all customers are met with an efficient and effective service and relevant KPIs are hit within the team.
**The role and responsibilities**:

- Direct line management of the Service Desk Team and responsibility for efficiently delivering first-class service to the customer base and end users. Covering both first and second line support for technical queries.
- Oversee resolution of issues raised and make sure all documented on incident and service request tickets.
- Development of the team and service management framework.
- Responsible for monitoring and reporting on the ICT Service Desk activity and assessing performance against key performance indicators.

**What we are looking for**:

- Experience with managing a team, as well as both internal and external stakeholders.
- Strong problem solving and analytical skills.
- A high level of customer service skills and experience of managing complaints as well as acting as a point of escalation.



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