Service Desk Team Manager
We seek a proactive Service Desk Team Manager to oversee service desk operations outside standard business hours. This position involves supervising a team of service desk analysts, ensuring excellent customer service, and adhering to SLAs. The manager will be the primary escalation point for complex issues and provide team leadership.
Primary Responsibilities:
- Supervise the out-of-hours service desk team.
- Organize staff schedules and manage leave requests.
- Conduct regular performance assessments and provide constructive feedback.
- Ensure the service desk meets operational efficiency and SLA targets.
- Oversee ticket queues for prompt issue resolution.
- Handle escalations for complex or high-priority problems.
- Ensure customer satisfaction through effective issue resolution.
- Keep customers informed about the status of their tickets and any delays.
- Assist in the recruitment and onboarding of new team members.
- Manage the incident response process during out-of-hours.
- Work with other departments to resolve major incidents.
- Identify and implement improvements to service desk processes.
- Maintain and update service desk documentation.
- Utilise metrics and KPIs to drive continuous improvement.
- Report service desk performance and strategies to management.
Candidate Qualifications:
- Experience in a service desk or IT support role, including 1-2 years in a supervisory or management capacity.
- Strong knowledge of the ITIL framework and proficiency with service management tools.
- Excellent communication and leadership abilities.
- Capability to manage and prioritize team tasks effectively.
- Analytical skills to evaluate performance and identify improvement areas.
- Strong dedication to customer service.
- Willingness to work outside standard hours, including nights, weekends, and holidays.
Benefits:
- Thirty-three days annual leave (including bank holidays) with the option to purchase up to 10 additional days and extra leave for significant life events and birthdays.
- Private medical cover, 24/7 Employee Assistance Program (EAP), and a rewards program
- Bonus
Interested? Please Click Apply Now!
Service Desk Team Manager