Service Desk Manager

We are seeking an experienced Service Desk Manager to join a world leading technology manufacturer. This role offers an excellent opportunity to progress within one of the fastest growing technology businesses in the UK.

Duties and Responsibilities

* Set the direction of a large team

* Act as a point of escalation, ensuring the effective management of all incidents.

* Ensure that adequate resources, consistency and quality are maintained and that service targets are met.

* This is a fast-paced and varied role, requiring excellent communication and customer service skills

* Ensure KPI's are met, service level agreements and operational level agreements are achieved.

* Proactively monitor calls, tickets alerts across our engineering Tiers to identify trends with support and take appropriate action

* Develop process efficiency and common ways in which processes are optimise.

* One to one management of the team as well as recruiting new employees

Essential Experience

* 3+ years of experience managing a Service Desk

* Experience managing incident response and escalation

* Proven background leading a busy and dynamic helpdesk and overcoming challenges

* Excellent written skills and ability to communicate with people of all levels including confident telephone manner

Desirable Experience

* IT literate

* Salesforce experience

* Speak an additional European language

Keywords - SERVICE DESK, MANAGER, HELPDESK, SERVICE DELIVERY