Job Description Salary: Dependent on Experience Location: Prudhoe or Nelson Working Hours: Mon - Fri 8:30/9:00 - 17:00/17:30 This is a key role within the Dedicated Service Desk team, with direct responsibility for a (Multi site) Service Desk Team supporting both Desk and Field account managed base of customers, across all products and solutions. The Team Manager will lead a team focused on providing a premium level of service, ensuring that SLA’s and performance based KPI’s are achieved, as well as being responsible for handling customer escalations, in line with the Service Desk wrap and the internal complaints process. You will be responsible for maintaining Quality Assurance standard in line with the Daisy Quality Framework. Undertaking performance reviews, supervisory meetings and team meetings ensuring appropriate delegation of responsibilities and empowerment Build and manage relationships with key internal stakeholders ensuring a co-operative and supportive working environment. Actively engage and professionally represent Daisy Communications and the Service Desk team with key Customers. Ensure adherence to best practice disciplines in the delivery of service. Ensure appropriate procedures and controls are put in place are maintained to ensure consistent quality services are delivered. Ensure that the operations under your management and control sustain the appropriate level of Quality Assurance standards. Direct team management for a team of Service Desk Executives, ensuring their performance against the role and job description to which they are aligned. Overall management of the Field Account Managed base with the primary objective to deliver end-to-end customer service to this customer base, through verbal, written and online communication channels. Ensure the team’s performance on accurate and timely processing of customer queries in line with the Service Desk SLA’s.