Driving Excellence in Technical Support!
The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.
Join us as a Service Desk Manager and ensure round-the-clock coverage across all support
channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support.
Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement.
About us
We are a rapidly growing Omnichannel SaaS organisation on a mission to boost productivity, improve customer service, and increase efficiency across various industries. Based in Manchester, UK, our influence spans five continents, with offices in Barcelona, Miami,
Melbourne, and South Africa, and we're not done yet- we're still growing at incredible rates. We are soon likely to become Manchester’s tech Unicorn.
Responsibilities
• Deliver on promises and drive customer success through exceptional support.
• Prioritise effectively, identifying and resolving root causes of recurring issues.
• Demonstrate expertise in technical support, maintaining professionalism in all interactions.
• You will ensure quality delivery in every customer interaction.
Who is suitable for this role?
• Proven track record as a Service Desk Manager or similar role
• Proficiency in help desk and remote control software.
• Strong technical background with excellent communication skills for both technical and non-
technical audiences.
• Customer service orientation
• Exceptional written and verbal communication skills.
• Problem-solving skills
Additional Information:
This role may require working outside standard business hours, including nights and weekends, once every five weeks.