SaaS Service Desk Manager | ITIL Lead & SLA Champion

Nexus Jobs Limited; Greater London; Vor Ort; GBP 25.000 - 35.000; Vollzeit

Zusammenfassung

Nexus Jobs Limited is helping our client, a retail technology software company, recruit a Service Desk Manager in Central London. You will lead a fast-paced support team, manage 1st- to 3rd-line tickets, and ensure high-quality service to both internal and external customers.

The role requires 3–5 years of commercial helpdesk experience, ITIL knowledge and familiarity with FreshDesk or Zendesk. You will monitor SLAs, drive improvements and report on incidents.

Qualifikationen

• Experience applying ITIL Service Management in daily operations.
• Proficient with front-end ticketing systems (FreshDesk/Zendesk).
• Strong English communication and customer-facing skills.

Aufgaben

• Own 1st line triage and escalate to 2nd/3rd line as needed.
• Troubleshoot, diagnose faults and provide resolutions.
• Keep customers updated throughout ticket lifecycle.
• Implement ITIL processes for Incident, Problem and Change.
• Monitor SLAs and report on requests and performance.

Kenntnisse

ITIL knowledge

Front-end ticketing

Customer facing

MS Office

Web basics

Tools

FreshDesk

Zendesk

Jobbeschreibung

Nexus Jobs Limited is helping our client, a retail technology software company, recruit a Service Desk Manager in Central London. You will lead a fast-paced support team, manage 1st- to 3rd-line tickets, and ensure high-quality service to both internal and external customers.

The role requires 3–5 years of commercial helpdesk experience, ITIL knowledge and familiarity with FreshDesk or Zendesk. You will monitor SLAs, drive improvements and report on incidents.