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Service Desk Manager

vertex-it-solutions
Job LocationCroydon
EducationNot Mentioned
Salary£30,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Service Desk ManagerReportingTo: Operations ManagerLocation: South East LondonIntroductionOur client is an established Cloud, IT, Cyber Security and communications B2B reseller in the UK. We have been trading for 20 years. We deliver technology solutions to business and the Public Sector. We are ISO27001 Certified and a Microsoft partner.Position OverviewWe are looking for a Service Desk Manager to join their busy Service Delivery / IT Desk, you will be responsible for leading their technical support team to provide excellent customer service and resolve technical issues. As a Service Desk Manager, you will be responsible for managing daily operations of the service desk, managing the team, representing the team to our customers, and helping to ensure the desk is constantly developing and improvingSkills Required

  • An ability to balance and plan the short-term actions of the team
  • Experience working on an IT Helpdesk is a must
  • Hands on technical background and IT/Telecommunications experience required
  • A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team
    • ·Proven work experience as a IT help desk manager·Excellent written and verbal communication skills·A passion to deliver exceptional customer service·Excellent communication, organisation, and time management skills·Confident, adaptable, and personableA problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills in this roleKey Role & Responsibilities:
  • Manage the Service desk team and evaluate performance
  • Overseeing support tickets and allocating as required
  • Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
  • The ability to manage time effectively while setting the tone of the team through modelling and leadership
  • Recruit, train and support help desk team members
  • Develop daily, weekly, and monthly reports on help desks team productivity
  • Logging of incoming support requests
  • Responsible for the allocation of engineers and producing job sheets
  • Pro-actively monitoring CRM system for all tickets to ensure SLA’s have been met
  • Provide engineering assistance to deliver new services to clients
  • Test new services and handover to the client
  • An in-depth understanding of our products, be able to solve many support requests directly
  • Analyse and investigate complex issues either until they are resolved or require to be escalated
  • Raise tickets for the 3rd Line team to resolve
  • Take responsibility for the resolution of problems, even if you cannot resolve the problem without assistance.
  • Liaise with our clients, informing them of progress and/ or requesting further information as necessary
    • ·Maintain accurate records of all calls, emails and discussions·Update the priority and status of logged support calls when required·Devising a resolution or possibly a workaround until a permanent solution is found·Attend Site visits as and when required·Attend preinstall meetings and help project management·Undertake training of customers on products·Follow up with customers to identify areas of improvement

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