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Service Desk Manager


Posted on Jan 31, 2023 by CV-Library

Borehamwood, Hertfordshire, United Kingdom
Immediate Start
£45k - £50k Annual
Job Title: Service Desk Manager

Salary: Up to 45k DOE

Location: Borehamwood (This is not offered Hybrid, but flexible working)

Duration: Permanent

Start Date: ASAP

Benefits: 22 days Holiday + BHs + Day’s holiday for your Birthday+ Company pension

Training: A tailored training plan including specific vendor certifications

We are looking for someone who enjoys managing a busy Service Desk, ensuring clients get a great client-experience whilst mentoring the Service Desk team and helping resolve escalated client issues. It’s a unique role – blending supervisory, technical, and managerial skills in order to help us achieve our goal of delivering great technology to our clients.

This is the perfect opportunity for a talented individual to join a fast-growing Managed Services Provider, working on the latest technologies.

Your key responsibilities will include:

Overseeing incidents, problems, changes, and service requests.

Managing and coordinating urgent and complicated support issues, becoming the incident manager in major incidents

Acting as the escalation point for all incidents and requests. Develop and mature phone & email ticket escalation processes to ensure free flowing escalation and information within the organisation. Determine root cause of issues and communicate appropriately to internal and external customers

Looking for opportunities to improve and enhance current Service Desk processes and procedures, implementing a system of continuous improvement

Maintaining a calendar of engineer movements and ensuring communication to customers with the appropriate information

If you have the following character traits this could be the role for you:

A drive to deliver outstanding customer service

A willingness to learn and develop new skills

Dedication and desire to work to deadlines

Ownership and follow-up skills

Ability to work both as part of a team or under own initiative

Ability to take responsibility for own actions and performance

A positive attitude to resolving customer problems and incidents in a high-pressured environment

Ability to lead and guide others

Ability to communicate complex ideas in a simplified manner.

The ideal candidate will have:

A proven track record as a Technical Service Desk Manager

More than 3 years in a 3rd line technical support role.

More than 1 year in a Service Desk Manager role.

Excellent written and verbal skills.

The ability to multitask across multiple incidents.

Understanding of SLAs and KPIs.

Ability to follow process and procedures accurately and without fail.

Working knowledge of incident ticketing/tracking system(s).

Working knowledge with a managed services company

Reference: 218627233


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Service Desk Manager in Borehamwood, Hertfordshire, United Kingdom, Full-Time

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