Service Desk Manager

Osr Recruitment Services Ltd
St. Neots, UK
15 Aug 2019
22 Aug 2019
Contract Type
Full Time
OSR is currently working with a well-established managed service provider who are seeking a Service Desk Manager to join them on a permanent basis and operate across their 3 sites.

As a Service Desk Manager you will be responsible for managing a team of front line support engineers, ensuring that SLA's are hit, tickets are managed to recognised quality standards and clients are satisfied with the level of service delivered. Ideally you will be comfortable in a client facing role, where issues are escalated you will be capable of reaching out to clients, understanding their concerns, and establishing and agreeing a plan of action to address their concerns, where additional support is required you will work with other services managers in order to procure the correct level/type of skills.

Key Responsibilities:
  • Using monitoring tools and helpdesk systems validate that client tickets are processed, SLA's are met or exceeded and data is accurately entered in to the help desk system.
  • Use reporting tools to monitor last touch date, age of tickets and quantity of tickets by status such that we are able to drive each of these measures downwards on a quarterly basis
  • Making sure that the team remain effective and efficient at all times over their handling of tickets and customer support requests.
  • Providing overflow technical support layer to the team to ensure that service levels do not drop during busy periods.
  • Working with Third Party Vendors where required to resolve any escalated tickets
  • You will be responsible for creating shift rotas for their direct reports within the sites to ensure that the business is fully covered at all working hours

Key Skills:
  • Direct experience within a Service Desk environment.
  • Experience of managing a team.
  • Experience of working to SLA & KPI measures.
  • Able to manage multiple priorities to achieve (exceed!) targets
  • Passionate about technology & how it benefits businesses
  • Process driven and organised / attention to detail
  • Outstanding communication skills, both spoken and written
  • Willing to travel in the UK as needed

This role would suit someone who is passionate about client success and can ensure the processes required to manage a client effectively are utilised & embrace relevant best practices.

We will endeavour to respond to your contact/application within 48 hours, but due to the volume of applications we receive on a daily basis, if you haven't heard from us within 4 working days, please consider your application unsuccessful.

This advert has been posted by a recruitment agency acting on behalf of a client.

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