Service Desk Team Manager

Description:

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