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Service Desk Manager

Independent Resourcing Consultancy
Job LocationEpsom
EducationNot Mentioned
Salary50,000 - 60,000 per annum, negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Service Desk Manager - Cloud Contact Centre - Surrey - £50-60KIRC are currently working with Contact Centre Solution provider with an outstanding reputation for attracting the best talent as well as their level of expertise in the contact centre as-a-service (CCaaS) industry and the network of channel partners theywork with.Due to continued growth, we are looking for an experienced Service Desk Manager to lead a growing team of 6 raw and talented Contact Centre Analysts (1st Line and Senior), & Customer Service Leads. The role will involve learning the products (so it wouldsuit a manager who wants to remain somewhat technical has an interest in Contact Centre technologies), coaching and mentoring the team, helping them develop whilst acting as an administrative escalation point and helping implement new systems and processes.Role & Responsibilities

  • Ensuring the service desk are working within SLAs.
  • Prepare & deliver reports and presentations on performance of the team.
  • Ensure the team operates at peak performance.
  • Work with project teams to ensure the smooth roll out of new or services & upgrades.
  • Mentor and coach your team members to fill skills gaps & develop new skills
  • Deliver skills assessments and complete skills matrix each quarter.
  • Proactively suggest process improvements.
Skills & Experience Required
  • Proven experience as a Service Desk Manager
  • Be comfortable working with partners / managing 3rd Party Suppliers
  • Have experience working in the Cloud/VoIP/Contact Centre MSP / Vendor
With flexible working arrangements the team gets together at Offices in Epsom once/twice per week, with an outstanding benefits package including 25 days holiday and unlimited time off this is a great opportunity for an experienced Service Desk Manager lookingfor a new role where they can build on their skill set and experience technically, whilst leading a team.For more information and a full job spec, please get in touch or send an up-to-date CV.

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