Fantastic opportunity for an experienced Service Desk Manager to join a very well established IT / Telecoms company in Glasgow.
As the Service Desk Manager with a focus on ticket distribution and management in real time, you will play a pivotal role in overseeing and optimising the ticketing process within our Managed Service offering. Your primary responsibility will be to ensure efficient ticket distribution to the helpdesk users and real-time ticket management for timely issue resolution and superior customer support.
Key Responsibilities:
Ticket Distribution:
- Implement a ticket distribution system to ensure equitable assignment of tickets among the helpdesk team members.
- Analyse ticket volumes and prioritize ticket assignments based on urgency and criticality.
- Monitor ticket queues to ensure a balanced workload distribution and optimal resource utilization.
Real-Time Ticket Management:
- Monitor and track ticket progress in real time, ensuring that tickets are addressed promptly, and SLAs are met.
- Identify potential bottlenecks or delays in ticket resolution and take proactive measures to expedite the process.
- Provide guidance and support to helpdesk technicians to resolve complex or escalated issues.
Service Level Agreement (SLA) Compliance:
- Establish and maintain SLAs for ticket response and resolution times.
- Monitor SLA performance and take corrective actions to meet or exceed defined targets.
- Regularly report on SLA adherence and overall service performance to senior management.
Continuous Improvement:
- Continuously evaluate the ticketing process for efficiency and effectiveness.
- Suggest and implement process improvements to enhance ticket management and customer satisfaction.
- Collaborate with IT/Comms teams to identify and address root causes of recurring issues.
Team Leadership and Development:
- Lead the Service Desk team to foster a positive and high-performing work environment.
Customer Relationship Management:
- Ensure high customer satisfaction by proactively engaging with clients and addressing any ticket-related concerns.
- Act as the escalation point for major incidents or critical issues, ensuring timely resolution and communication.
Please apply now for an immediate interview.