Techunite Ltd are seeking an exceptional Service Desk Manager to join an expanding tech company.
You will be responsible for managing a team of between 5-10 service desk engineers which will be growing over time so strong people management experience is required for this role.
Responsibilities and Duties:
- Lead and oversee the day-to-day operations of the service desk engineers diaries, creating and managing job sheets
- Triaging of tickets coming into the service desk
- Coordination and organisation of assigning engineers to sites based on their geographical location
- Manage headcount and recruit where required to efficiently manage the team
- Monitor and evaluate team performance, providing coaching and training to maximize efficiency and customer satisfaction
- Collaborate with other departments to integrate customer service with overall business strategies
- Prepare detailed reports on service desk metrics and present them to senior management
Qualifications:
- Proven experience as a Service Desk Manager or similar role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficient in Microsoft Office.
- A customer-oriented approach with the ability to adapt/respond to different types of personality types
Preferred Skills:
- Experience in handling a service desk in a high-volume environment.
- Familiarity with industry's latest trends and technologies.