Nine Twenty are on a hunt for a new Service Desk Manager for their client Voice Technologies. Due to ongoing growth and new products on the horizon, along with some exciting internal movement, Voice Technologies are looking for a Service Desk Manager to lead its talented Service Desk team.
If you are looking to join a business where you will be truly valued, this could be the right role for you!
Duties
- Creation & maintenance of service desk team development plans
- Evaluate team performance regularly against development plans
- Ensuring support calls are being logged and resolved in respect to SLA’s
- Deal with Customer complaints ensuring customers remain satisfied with our service
- Communicate well with both internal & external parties
- Attend/Input into Project team regarding helpdesk issues
- Common Issues
- Note upcoming work for sites – new installs and upgrades
- Ensuring customer relationships are maintained
- Ensuring Customer configuration server sheets are kept up to date
- Identify opportunities of how we can further help customers and share with wider team
- Identify support process improvements
- Ensuring service desk team understands what is required from them on a day-to-day basis
- Ensuring service desk team follows company procedures
- Ensuring hardware aspect of helpdesk is well managed
- Recruiting, training and supporting of service desk team
- Develop daily, weekly and monthly reports on help desk team’s productivity and distribute the weekly statistics
- Managing team resource and report issues to management
- Attend & Input into monthly Senior Management Meetings and quarterly Board meetings
- Ensuring customer SLA’s are being met for customers sites
Skills and experience
- Capable of working on own initiative with a can-do attitude
- Proven people management experience
- Appropriate delegation
- Motivating team members
- Process improvement
- Passionate about excellent customer service
- Background in IT Support beneficial
- CRM Reporting and call logging
- Office & Office365
- Windows 7, 10 & Server 2008-2019
- Microsoft IIS
- Microsoft SQL Server
- Remote desktop support tools
Please apply using the button below!