Job Ref: 215786957

Date: 2022-02-10 15:53:08

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An innovative, multi award winning company is looking to add a Service Desk Manager to their team.  They will be responsible for delivering a superb customer service to maintain high levels of client satisfaction and retention for maintenance contracts.  

The role in more detail will entail:

Overall responsibility for the Service Desk performance and strategy
Managing a team of 3 to organize the scheduling of work for Technical Engineers with the assistance of internal Tech support. 
Monitoring against SLA’s and KPI achievement.
Creating and delivering weekly reports and regular performance analysis
Handle client complaints and manage escalations
Coordinate the whole process of engineer call outs
Onboarding new clients
Oversee the management and update of the job ticketing system

The ideal candidate will possess strong management and customer service skills with a minimum of 3 years Operational experience.  They will have the ability to coordinate and organise schedules for a team of field staff, post assessment from first line technical support. Attention to detail and the ability to manage regular changes to priorities is essential, with prior experience of working in a technology company desirable

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