Service Desk Manager
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Are you a skilled problem-solver with a passion for providing exceptional customer service? Do you have experience in managing service desks and a deep understanding of both the education sector and business-to-business (B2B) client needs? If so, we have an exciting opportunity for you to join our clients' team as a Service Desk Manager.
Our client is a leading provider of comprehensive technology solutions for the education sector and B2B clients. They specialise in delivering innovative IT solutions, exceptional customer service, and reliable support to help their clients achieve their goals. As a Service Desk Manager, you will play a vital role in ensuring the smooth operation of the service desk, managing a team of skilled technicians, and providing outstanding support to their diverse customer base.
Lead and manage a team of service desk technicians, providing guidance, training, and support to ensure the highest level of customer service and technical expertise.
Oversee the day-to-day operations of the service desk, including ticket management, prioritisation, and escalation of issues to meet defined service level agreements (SLAs).
Collaborate with cross-functional teams to develop and implement best practices, processes, and workflows to improve efficiency and customer satisfaction.
Foster a customer-centric culture within the service desk team, ensuring prompt and effective communication with both education sector clients and B2B clients.
Develop and maintain strong relationships with key stakeholders, including educational institutions, businesses, and vendors, to understand their unique needs and deliver tailored solutions.
Continuously monitor and evaluate service desk performance, identify areas for improvement, and implement strategies to enhance service delivery.
Stay up-to-date with industry trends, emerging technologies, and advancements in the education sector and B2B space to provide proactive recommendations and drive innovation. Qualifications:
Bachelor's degree in a relevant field (e.g., Information Technology, Computer Science) or equivalent experience.
Proven experience in managing a service desk or customer support team, preferably in the education sector and B2B environment.
Strong knowledge of IT service management (ITSM) frameworks, such as ITIL, and experience in implementing ITSM best practices.
Excellent leadership skills, with the ability to motivate and inspire a team to achieve service excellence.
Exceptional communication skills, both verbal and written, with the ability to effectively communicate technical concepts to non-technical individuals.
Strong analytical and problem-solving abilities, with a focus on continuous improvement.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
Familiarity with education sector technology systems and applications is highly desirable. Join their team and make a difference in the education sector and B2B space by leading the service desk to provide top-notch support and solutions to their valued clients.
What's in it for you?
Free on-site parking
24 days holiday plus bank holidays
Training and progression.
Accreditation and certifications financed by the company.
***Verus Recruitment Partners are acting as a Recruitment Agency in relation to this vacancy and is an Equal Opportunities Employer***
Keywords – Service Desk Manager, Technical Services Manager, Network Manager, IT Engineer, ICT Technician, IT Technician, IT Support, Senior IT Engineer, IT Manager, Service Desk Team Leader, Service Desk Leader, Helpdesk Manager, Helpdesk Team Leader
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