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, preferably in the telecommunications or IT industry.
* 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