Service Desk Manager
Insurance
5 days a week on site - London
Introduction:
- Manage the Service Desk team, motivating & guiding the team whilst constantly striving to improve the service that we deliver to the business.
- Establishing relationships across the business & promoting the IT service model.
- Managing the delivery of a high quality IT service to all users - striving to maximise 1st time resolution of issues.
Responsibilities
- Plan, organize, and coordinate the daily operations of the service desk team.
- Establish and maintain the service desk policies, procedures, and standards.
- Provide coaching, training, and feedback to the service desk staff.
- Handle escalated and complex customer issues and complaints.
- Identify and implement service desk improvements and best practices.
- Collaborate with other IT teams and stakeholders to ensure alignment and integration of the service desk services.
- Stay updated on the latest IT trends, technologies, and best practices.
Knowledge/Skills/Qualifications
- Knowledge of customer satisfaction measurement tools and techniques.
- Proficiency in data analysis and reporting software.
- Strong problem-solving and decision-making skills.
- Leadership experience.
- Knowledge of Microsoft Products.
- Knowledge of Active Directory.
- Project skills & delivery mentality.
- ITIL.
- Continuous improvement.