Service Desk Manager

Service Desk Manager

Pertemps are currently recruiting for a Service Desk Manager on behalf of our client based in Telford, Shropshire.

We are seeking a highly skilled and motivated Service Desk Manager to lead our dynamic B2B customer support team for technology focussed hardware and software product lines. The ideal candidate will possess a strong background in technical support, excellent leadership skills, and a customer-centric mindset. This role is crucial in ensuring the delivery of exceptional service to our business-to-business clients while managing and optimizing the service desk operations. Our product lines span across multiple sectors, technology types and geographic regions.

Hours: Mon-Fri 8:00am – 17:00pm | 1 hour for lunch | WFH 1 day a week after training

Salary: £35,000 - £40,000 per annum DOE.

Responsibilities Include but not limited to:

Team Leadership:
• Lead and inspire a multi-site team of service desk professionals, fostering a collaborative and customer-focused environment.
• Conduct regular team meetings, set performance goals, and provide coaching and mentoring to enhance the team's capabilities.
B2B Customer Support:
• Oversee the resolution of technical issues related to hardware and software product lines for B2B customers and inter divisional support.
• Collaborate with cross-functional teams to address complex technical challenges and ensure timely resolution.
Service Desk Operations:
• Develop and implement service desk policies, procedures, and best practices to optimize efficiency and effectiveness.
• Monitor service desk metrics and performance indicators, identifying areas for improvement and implementing corrective actions, publish regular reports to business sector leads with KPI metrics and analysis.
• Maximise automation of systems to improve response times and resolution completion.
Escalation Management:
• Manage and resolve escalated customer issues, ensuring timely and satisfactory resolutions in line with SLA’s.
• Collaborate with other departments to address systemic issues and prevent recurring problems.
Customer Satisfaction:
• Implement strategies to enhance customer satisfaction, loyalty, and retention.
• Collect and analyse customer feedback to drive continuous improvement in service delivery.
Training and Development:
• Develop training programs for service desk staff, ensuring they are well-equipped to handle a diverse range of technical issues.
• Stay informed about industry trends and advancements to keep the team up-to-date on the latest technologies.

Ideal Candidate:
• Proven experience in a technical support role, with a focus on B2B customer support.
• Strong leadership and team management skills, with a track record of developing high-performing teams.
• Excellent problem-solving and decision-making abilities.
• Exceptional interpersonal and communication skills.
• Familiarity with hardware and software products, including troubleshooting and resolution techniques.
• Knowledge of service desk tools and systems.
• Ability to work collaboratively with cross-functional teams.

If you are interested in this role, please click to APPLY. Alternatively, you can send your CV to taylor.butterfield@pertemps.co.uk