Job Description
We are looking for a dynamic and experienced Service Desk Manager, to join our client (an MSP) located in Redhill.
As a Service Desk Manager, you will be responsible for overseeing the technical support team, ensuring clients and customers receive exceptional customer service and technical support. You will be responsible for the day-to-day management of the service desk, including scheduling, ticket escalation, and the monitoring of service levels.
The ideal candidate will have a strong technical background and experience in managing a team in a fast-paced environment. You will be able to effectively prioritise tasks, communicate effectively with clients and team members, and maintain a high level of customer satisfaction.
Key responsibilities:
Manage the day-to-day operations of the service desk team, including ticket queue management, ticket escalation, and ticket resolution.
Provide technical support and guidance to team members as needed.
Ensure service level agreements (SLAs) are met or exceeded.
Develop and maintain customer service standards and procedures.
Continuously review and improve service desk processes and procedures.
Manage staffing and scheduling to ensure adequate coverage during business hours.
Monitor team performance and conduct regular performance reviews.
Ensure that service desk tools and systems are maintained and up-to-date.
The Ideal Individual:
Minimum 5 years of experience in a service desk management role.
Technically minded while being able to communicate with non-technical clients.
Approachable, friendly personality - enjoys being a part of the broader team.
Highly organised.
Excellent written and verbal communicator.
Possess a broad understanding of Microsoft Windows-based technologies (such as Active Directory), Networking (such as switches, firewalls), B2B technologies, and C (i.e. SLAs, dashboards, reports).
If you are a highly motivated and experienced Service Desk Manager looking for an exciting new challenge, we would love to hear from you!
Refer a friend and earn up to £500! If you know someone who is searching for a new opportunity, recommend Lloyd Recruitment Services and you will receive a retail voucher of your choice up the value of £500. Full details can be found on our website.
Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.
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Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.