Service Desk Manager – Central London

Jas Gujral; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading retail technology software company in Central London is urgently looking for a Service Desk Manager. The successful candidate will oversee ticket management, troubleshoot customer issues, and implement ITIL processes within a dynamic team environment. This role requires strong customer service skills and experience with ticketing systems.

Qualifications

• At least 3-5 years of commercial helpdesk support experience.
• 2+ years of customer facing Service Desk role, ideally in a SaaS environment.
• Working knowledge of ITIL Service Management concepts.

Responsibilities

• Manage ticket workflow and ownership, including triage and escalation.
• Troubleshooting and fault diagnosis for customer issues.
• Implement ITIL processes for operational efficiencies.

Skills

Customer Service

Incident Management

Troubleshooting

Ticket Management

ITIL Processes

Collaboration

Tools

FreshDesk

ServiceNow

ZenDesk

Microsoft Office

Job description

Our Client is a retail technology software company.

They are urgently looking to recruit a Service Desk Manager with at least 3 to 5 years commercial helpdesk support experience.

Key skills required:

• Supporting various teams across the CS Department and the Company to ensure the highest quality of service to our Customers – both internal and external.
• Overall ticket workflow management and ownership, including 1st line triage and escalation of tickets to 2nd and 3rd line.
• Troubleshooting, fault diagnosis and providing resolution to customer issues as appropriate.
• Processing all enquiries professionally and efficiently, ensuring customers are regularly and fully updated on the progress of all logged tickets throughout their lifecycle.
• Implementation of ITIL processes for Incident, Problem, and Change Management to introduce operational efficiencies and better support our Customers.
• Monitoring agreed SLA's and ensuring daily/weekly targets are met Reporting on SLA targets, numbers and types of requests Maintain a sense of humour whilst working in a fast-paced dynamic team!

Essential Skills …
At least 2+ years of experience in a customer facing Service Desk role , ideally in a SaaS environment within the Internet industry.

• Working knowledge and experience of ITIL Service Management concepts, and how these are applied to the everyday issues which typically arise.
• Demonstrable experience using front-end ticketing systems such as FreshDesk/Service, ZenDesk or similar.
• Excellent working knowledge of Microsoft Office, particularly Excel, as well as web browsers and Internet applications.
• Understanding of tracking tags and a basic understanding of web languages including HTML, JavaScript, XML a major bonus.
• Demonstrable experience at working both independently and in a team-oriented, collaborative, customer facing environment

Based in Central London.

The salary for this role will be £25K - £35K.

Please send your CV to us in Word format.