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Service Desk Manager

£33,000 - £36,000
Midlands
LC/16684
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The Service Desk Manager will be responsible for

 

  • Providing technical support to our Customers. You will ensure a high level of customer service is always maintained in a professional and efficient manner and within the agreed timescales and SLAs.
  • Responsible for the smooth and efficient running of our busy Service Desk, ensuring that tickets are being prioritised accordingly and the customer needs are being met.
  • You will act as point of escalation for the Service Desk
  • Ensuring that all customers are kept informed with ticket progress.
  • Overseeing the day to day management of support request and incidents
  • Develop the Service Desk with the use of Autotask Working with the Senior Management team to grow and develop the Help Desk
  • Looking for ways to continuously improve processes and how we deliver support to our customers.
  • Onboarding new customers to our Service Desk ensuring a smooth transition from active project to support
  • Acting as the implementor for any agreed improvement actions as agreed with the Technical Director.
  • Analyse common problems and aim to find a solution.
  • Assisting with recruitment of service desk engineers when necessary $2022; Full management of major incidents, ensuring that any / all customers affected are kept well informed. This includes incident reporting (i.e. documentation) on resolution.
  • Scheduling of engineers to client sites and / or assistance on project work as needed.

Key Requirements for the Service Desk Manager:

 

  • Providing an excellent customer service to our clients
  • The ability to communicate effectively both verbally and in writing
  • Previous experience managing or leading a team. Drive engagement and motivation within the team.
  • Supporting the team by responding and resolving tickets effectively and efficiently
  • Strong attention to detail
  • Pro-active and solution driven
  • Ability to learn quickly and exercise initiative
  • An understanding of Windows, Google G-Suites and Smoothwall.
  • Proven ability to lead and motivate a team, as well as encourage development and personal growth.

 

In return my client can offer the chance to be part of an exceptional organisation, joining at an incredibly exciting period of growth, with masses of future potential. Sound interesting and something you would love to be part of? Apply today!

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Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this role and if you haven't heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies.

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