24/7 SaaS Service Desk Manager

Connexai; Manchester; On-site; GBP 45,000 - 70,000; Full time

Job summary

Connexai in Manchester is seeking a Service Desk Manager to oversee our round-the-clock support across channels, drive customer success and uphold SLA standards. You will manage the Service Desk team, evaluate performance and implement ITIL processes to foster best practices.

Your insights from customer feedback will guide continuous improvement as we scale our omnichannel SaaS platform serving clients worldwide.

Qualifications

• Proven track record as a Service Desk Manager or similar role.
• Proficiency with help desk and remote control software.
• Strong technical background and excellent communication with technical and non-technical audiences.

Responsibilities

• Deliver on promises and drive customer success through exceptional support.
• Prioritise effectively and resolve recurring issues at root cause.
• Demonstrate expertise in technical support and maintain professionalism.
• Ensure quality delivery in every customer interaction.

Skills

Service Desk Management

Technical support expertise

Customer communication

Problem-solving

Tools

Help desk software

Remote control software

Job description

Connexai in Manchester is seeking a Service Desk Manager to oversee our round-the-clock support across channels, drive customer success and uphold SLA standards. You will manage the Service Desk team, evaluate performance and implement ITIL processes to foster best practices.

Your insights from customer feedback will guide continuous improvement as we scale our omnichannel SaaS platform serving clients worldwide.