Service Delivery Manager

Connexai; Manchester; Presencial; GBP 45 000 - 70 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Service Desk Management

Technical support expertise

Customer communication

Problem-solving

Ferramentas

Help desk software

Remote control software

Descrição da oferta de emprego

Driving Excellence in Technical Support!

Join us as a Service Desk Manager and ensure round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support.

Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement.

About us

We are a rapidly growing Omnichannel SaaS organisation on a mission to boost productivity, improve customer service, and increase efficiency across various industries. Based in Manchester, UK, our influence spans five continents, with offices in Barcelona, Miami, Melbourne, and South Africa, and we\'re not done yet- we\'re still growing at incredible rates. We \u2019re soon likely to become Manchester’s tech Unicorn.

Responsibilities

• Deliver on promises and drive customer success through exceptional support.
• Prioritise effectively, identifying and resolving root causes of recurring issues.
• Demonstrate expertise in technical support, maintaining professionalism in all interactions.
• You will ensure quality delivery in every customer interaction.

Who is suitable for this role?

• Proven track record as a Service Desk Manager or similar role
• Proficiency in help desk and remote control software.
• Strong technical background with excellent communication skills for both technical and non-
• Exceptional written and verbal communication skills.
• Problem-solving skills

Additional Information

This role may require working outside standard business hours, including nights and weekends, once every five weeks.