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About
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
1. Set the direction of a large team
2. Act as a point of escalation, ensuring the effective management of all incidents
3. Ensure that adequate resources, consistency, and quality are maintained and that service targets are met
4. This is a fast-paced and varied role, requiring excellent communication and customer service skills
5. Ensure KPIs are met, and service level agreements and operational level agreements are achieved
6. Proactively monitor calls, tickets, and alerts across engineering Tiers to identify trends and support issues, taking appropriate action
7. Develop process efficiency and optimize common processes
8. Manage the team individually and recruit new employees
Essential Experience
1. 3+ years of experience managing a Service Desk
2. Experience managing incident response and escalation
3. Proven ability to lead a busy and dynamic helpdesk and overcome challenges
4. Excellent written communication skills and ability to communicate with all levels, including confident telephone manner
Desirable Experience
1. IT literacy
2. Salesforce experience
3. Ability to speak an additional European language
Keywords
SERVICE DESK, MANAGER, HELPDESK, SERVICE DELIVERY
Nice-to-have Skills
1. Salesforce
Work Experience
Systems Administrator
Languages
English
Seniority Level
Mid-Senior level
Employment Type
Full-time
Job Function
Information Technology
Industries
Technology, Information and Internet
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