Service Desk Manager

ConnexAI; Manchester; On-site; GBP 35,000 - 50,000; Full time

Job summary

Join a rapidly growing SaaS organization in Manchester as a Service Desk Manager. You will oversee the Service Desk team, ensuring exceptional 24/7 support and implementing ITIL best practices. Your role will focus on customer success, performance evaluation, and driving continuous improvement based on feedback.

Qualifications

• Proven track record as a Service Desk Manager or in a similar role.
• Strong technical background with excellent communication skills for both technical and non-technical audiences.
• Ability to maintain professionalism in all interactions.

Responsibilities

• Deliver exceptional support while managing a Service Desk team.
• Implement ITIL processes and ensure quality delivery in customer interactions.
• Evaluate performance and uphold SLA standards.

Skills

Communication skills

Problem-solving skills

Technical support expertise

Tools

Help desk software

Job description

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Driving Excellence in Technical Support!

Join us as a Service Desk Manager and take charge of ensuring 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 crucial 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. We're not done yet - we're still growing at an incredible rate. We are 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-technical audiences.
• 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Telecommunications and Telephone Call Centers

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