Service Desk Manager

TieTalent; Cambridge; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking an experienced Service Desk Manager to lead a dynamic team in a fast-paced environment. This role offers a fantastic opportunity for career progression within one of the UK's fastest-growing technology businesses. You will be responsible for managing incidents, ensuring service quality, and optimizing processes while fostering a culture of excellence in customer service. If you thrive in a challenging environment and possess strong leadership skills, this position is perfect for you.

Qualifications

• 3+ years of experience managing a Service Desk.
• Proven ability to lead a busy helpdesk and overcome challenges.

Responsibilities

• Set the direction of a large team and manage incidents effectively.
• Ensure service targets are met and KPIs are achieved.

Skills

Service Desk Management

Incident Response

Customer Service Skills

Communication Skills

Tools

Salesforce

Job description

Join to apply for the Service Desk Manager role at TieTalent

3 days ago Be among the first 25 applicants

About

Service Desk Manager

We are seeking an experienced Service Desk Manager to join a world-leading technology manufacturer. This role offers an excellent opportunity to progress within one of the fastest-growing technology businesses in the UK.

Duties and Responsibilities

1. Set the direction of a large team
2. Act as a point of escalation, ensuring the effective management of all incidents
3. Ensure that adequate resources, consistency, and quality are maintained and that service targets are met
4. This is a fast-paced and varied role, requiring excellent communication and customer service skills
5. Ensure KPIs are met, and service level agreements and operational level agreements are achieved
6. Proactively monitor calls, tickets, and alerts across engineering Tiers to identify trends and support issues, taking appropriate action
7. Develop process efficiency and optimize common processes
8. Manage the team individually and recruit new employees

Essential Experience

1. 3+ years of experience managing a Service Desk
2. Experience managing incident response and escalation
3. Proven ability to lead a busy and dynamic helpdesk and overcome challenges
4. Excellent written communication skills and ability to communicate with all levels, including confident telephone manner

Desirable Experience

1. IT literacy
2. Salesforce experience
3. Ability to speak an additional European language

Keywords

SERVICE DESK, MANAGER, HELPDESK, SERVICE DELIVERY

Nice-to-have Skills

1. Salesforce

Work Experience

Systems Administrator

Languages

English

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Information Technology

Industries

Technology, Information and Internet

Referrals increase your chances of interviewing at TieTalent by 2x.

Get notified about new Service Desk Manager jobs in Cambridge, England, United Kingdom.