We are seeking a highly organised and technically proficient Servicedesk Lead to oversee the daily operations of our clients Servicedesk function. This role is perfect for someone with a strong technical background who also excels in customer service and operational management. You will ensure that the Servicedesk team consistently meets Service Level Agreements (SLAs), maintain timely communication with clients, manage escalations, and ensure engineers are efficiently resolving tickets.
In addition to managing tickets and engineers, you will be responsible for coordinating planned maintenance, conducting service reviews with clients, liaising with vendors and circuit suppliers ensuring cases a logged / followed up in a timely fashion and continuously improving the overall performance of the Servicedesk function.
Key Responsibilities
* Lead and manage the Servicedesk team, ensuring tickets are logged, prioritised, and resolved within SLAs.
* Monitor Servicedesk performance and ensure timely communication and escalation of issues.
* Ensure engineers are consistently picking up and resolving tickets in a timely and efficient manner.
* Provide hands-on technical support, stepping in to assist with complex issues as needed.
This role is fully remote, however candidates in the North West are preffered due to team meet ups & client site visits