Service Desk Lead / Hybrid Working Manchester
Join to apply for the Service Desk Lead / Hybrid Working Manchester role at Oliver James.
Salary: £45,000
We're seeking a proactive, detail-oriented Service Desk Lead to take full ownership of our customer-facing Service Desk. If you excel in fast-paced environments, enjoy problem-solving, and are committed to delivering exceptional support, this could be your next career move.
Responsibilities include:
* Owning the Service Desk operations, ensuring quick, reliable, high-quality support for users.
* Managing and optimizing ticket workflows to meet SLA targets.
* Resolving bottlenecks to maintain smooth operations.
* Handling complex or urgent issues when necessary.
* Improving support processes to reduce resolution times and boost user satisfaction.
* Maintaining and developing the Knowledge Base and internal documentation to promote self-service and reduce tickets.
* Monitoring metrics, analyzing trends, and implementing improvements.
* Collaborating with technical and customer teams for continuous enhancement.
This role is focused on functional leadership—operational excellence and service improvement, rather than traditional team management.
Minimum requirements:
* Experience in a customer-facing service desk role within a software or SaaS environment.
* Familiarity with Zendesk or similar ITSM tools.
* Experience with service improvement projects, such as launching self-service portals or optimizing ticket workflows.
* Participation in audit and compliance processes.
* Proficiency in performance reporting tools like Power BI, Excel, or dashboards.
If interested, please click "APPLY" or email lauren.hamer@oliverjames.com.
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