IT Service Manager

We are delighted to be recruiting for a multi award winning audiovisual company based in Norfolk, with a strong reputation both nationally and internationally.

Our client is looking to appoint a Service Manager to be based at their purpose built warehouse, assembly and office facility in Wymondham. The company is well established having traded for almost seventy years and has a reputation for excellence, customer support and the delivery of outstanding customer service.

The Service Manager will be responsible for the Service function within the business, ensuring the department runs effectively and delivers the very best in customer experience. You will be the dedicated point of contact for our key clients across the UK and Europe, ensuring the ongoing good health of our customer accounts.

Duties include:

1. Overall management of the Helpdesk, ensuring internal KPIs are met, managing escalations and supporting the Helpdesk team to ensure excellent and consistent service levels.
2. Ensure the Service Helpdesk function delivers against contractual obligations and provide comprehensive reports into senior management, as necessary.
3. Owning the P&L account and contributing to annual budgeting and forecasting activity for the department. Upselling contracts and renewals.
4. Internal KPI management and monitoring of service delivery performance against set metrics.
5. Leading a lean, efficient and profitable department with a focus on continual improvement.
6. Managing escalations through to resolution with the right priority levels and customer communication.
7. Working with other Heads of Departments for strategic improvements and a joined-up approach.
8. Overall onboarding of new service clients, introductory calls, Freshdesk demos, issuing out welcome packs.

Personal Specification:

1. At least 3 years' experience managing an AV or IT service function.
2. Experience of managing escalations or other complicated issues.
3. Experience of supporting large client contracts.
4. Experience managing both a field service and helpdesk team.
5. Proficient with Microsoft Office including Outlook, PowerPoint, Word, Excel etc.
6. Familiar with customer service management systems or ticketing portals.
7. Experience with SAP.

This is an office-based role and working hours are Monday to Friday, and some flexibility to travel is required. A clean UK DVLC is essential for the role.

This is a fantastic opportunity for an experienced Service Manager to work within a genuinely market-leading firm with a great company culture. If you are interested, please do apply and a member of the team will call you back to discuss.