Service Desk Manager

Service Desk Manager

Chorley (MUST BE UK RESIDENT - FULLY OFFICE BASED)

£30,000 - £37,500 + Excellent Benefits

My client is looking for a talented Service Desk Manager to join the technical support department of an expanding and fast-paced IT MSP. Working from a modern, open plan office; expect an exciting and varied role delivering day to day IT Support and projects for their wide client base. The client can offer strong progression opportunities for the candidate willing to go the extra mile.

​Joining as a Service Desk Manager, you will be responsible for all support based service requests, incidents and change requests as well as all service desk related communications with clients. Your responsibilities will include ticket management, work schedule management and handling client escalation and complaints.

​You don't need to have all the requirements below but experience an IT Support environment (not necessarily commercial) and an enthusiasm for the industry is a must.

• • ​Ticket Workflow Management
  • Including active management of any aged tickets and tickets requiring escalation
  • Scope of role to include service desk tickets affecting the following teams CSA, Support, Seniors, Technical Director
• Work Schedule Management
  • Working in conjunction with the projects team to ensure that the client is sufficiently staffed during the working day to deliver an exceptional service
• Client Escalations and Complaints
  • Ensure that any client escalations or complaints are handled in a timely manner and that clients receive the best service possible
• Identifying any skills gap in the teams and working with the management team to plan fill any identified gaps.
• Continual Service Improvement
  • Identify and implement any opportunities for service improvement within the service desk
• Reporting
  
  • Regular reporting to the board on relevant statistics and progress towards service desk objectives, where relevant, at a micro level and macro level

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