A day in the life of a Service Desk Manager
You will be accountable for the continuous success of the Service Desk function, you will oversee a quickly growing team, which currently has 8 members of staff.
The size of this team is expected to triple in the next 3-4 years so designing the structure accordingly will be a key focus.
You will also will be responsible for ensuring the support function is readied for go-live and all resources required for transitioning the new customer are coordinated appropriately.
Manage the team(s) performance including :
Objective and KPI Management
One to One's
Identify Training Requirements
Meeting and exceeding customer specific service level agreements (SLAs) and all tickets are resolved to a high level of customer satisfaction;
Operational management for the Service Desk including monitoring of the Ticket queue and call centre to ensure a high level of service delivery is maintained
Ensure Service Desk (s) staff adhere to Policies and carry out disciplinary actions where required
Manage resource levels across the Service Desk (s) including the management of Staff Rotas, holidays and other absence
Change boards (Where applicable), acting as a change approver and determining the impact of Customer or Internal led changes on the Service Desk.
Keep the team (s) up to date on new procedures / software / customer changes
Ensure that all Internal and External Customer Incidents, Problems, Requests are owned through to completion and are recorded and managed in adherence to the company’s Standard processes
Liaison with Service Delivery Manager and Account Managers to highlight and pro-actively solve any issues resulting from Trending reports and Problem Records
Respond to Internal and External complaints, escalating to Service Delivery Manager where required
Major Incident Management Accountable for management of Major Incidents
What you will need
3 years of experience in a Service Desk.
2 years of experience managing a team.
Understanding of ITIL Processes and how they relate to the overall Service
Experience in excellent customer service and customer rapport building, including the identification of key stakeholders.
Experience in working with technical and non-technical business personnel at various levels, articulating technical and service delivery principles
We love your personality if you
act like an owner
have exceptional communication and listening skills
constantly raise the bar
are proactive and hard working
are confident in structuring teams for success
can multitask and maintain a positive attitude
are analytical with a problem solving mentality
What’s in it for you
You will be given the opportunity to work within a fast growing company with strong values and a clear vision. The company offers a great working environment, the opportunity to work with UK based clients and great career prospects
iTechScope is the first Technical Recruitment Agency established in Greece. With offices in Athens, London & Dubai we offer Recruitment Services covering the sectors of IT, Digital & Engineering .
Prestigious Multinational companies & Innovative Start-Ups find in us an indispensable and valuable recruitment partner while job seekers discover an experienced ally in the process of finding the ideal position.
If you are interested in applying to this exciting Job Opportunity please send us your CV in ENGLISH now
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