Responsible for leading the support function, managing an effective, customer focused service desk team, delivering excellent customer service against agreed service levels.
Analysing issues and ensuring escalation and resolution.
The Service Desk Manager will be responsible for managing all customer helpdesk communications.
Managing and working with the existing service desk technicians (team of 5), they will be responsible for the service desk workflow, prioritising and scheduling tickets, and ensuring tickets are resolved accurately, efficiently and with complete customer satisfaction.
The role will also involve the development of service desk process and procedures.
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