Service Desk Manager

Description:

Your new company:

A pioneering force in the hospitality industry, this company is delivering cutting-edge software solutions that redefine the guest experience. Their innovative technology empowers clients to captivate and retain customers, fostering loyalty and driving growth. As they continue to expand their market-leading offerings and prestigious client portfolio, they seek an exceptional individual to join their talented team and contribute to their remarkable success story.

Your new role:

Assume a pivotal leadership position as the Technical Service Desk Manager, spearheading the mission to provide unparalleled service desk operations within the dynamic Hospitality SaaS sector. In this influential role, you will lead a skilled team of technicians, overseeing customer support activities, driving process optimisation, and cultivating synergistic collaboration between internal departments, third-party IT companies, and strategic partners. Your expertise will be instrumental in delivering superior customer experiences, ensuring seamless onboarding, and propelling the growth trajectory.

What you'll need to succeed:

They seek a highly accomplished professional with a unique blend of technical acumen and exceptional leadership abilities. A Bachelor's degree in Computer Science, Information Technology, or relevant experience is desirable but not essential, complemented by a proven track record in technical support or IT management roles. Your strong communication and stakeholder management skills will be paramount in navigating complex collaborations, fostering transparency, and ensuring unwavering customer satisfaction.
Extensive knowledge of networking technologies, including LAN/WAN, Wireless, DNS, DHCP, and the OSI Model, is a prerequisite. Proficiency in professional-grade WiFi Access Points and their cloud controllers, coupled with a deep understanding of infrastructure technology (EC2, S3, RDS, Route 53, IAM, Lambda, API Gateway) and cloud providers such as Amazon Web Services (AWS), will be highly valued.
Additionally, your familiarity with marketing software (Mailchimp, DotMailer, Facebook, Constant Contact, Zapier, Drift) and expertise in support ticketing software and CRM (ZenDesk, Hubspot, AutoTask) will empower you to drive operational excellence and deliver unparalleled customer experiences.

What you'll get in return:

At this company, they cultivate an environment that fosters professional growth and rewards excellence. You'll receive a highly competitive salary package, ranging from £30,000 to £40,000, commensurate with your qualifications and experience. Their comprehensive benefits program includes a workplace pension, 33 days of annual leave, and premium work equipment from Apple, ensuring you have the tools to excel.
Moreover, they offer a well-defined career roadmap that will propel you to new heights, allowing you to make a significant impact and shape the trajectory of the company. You'll be part of a dynamic, fast-growing tech company that celebrates achievement, fosters a collaborative culture, and provides opportunities for continuous learning and development.

What you need to do now:

If you're a driven professional seeking a transformative career opportunity, submit your CV and a compelling cover letter that demonstrates your understanding of the role and the company. In your cover letter, showcase your passion for the position, your alignment with their values, and the unique skills and experience that make you the ideal candidate to lead their service desk operations to new heights.

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