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Service Desk Manager

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

United Kingdom

Offer summary

Qualifications:

Experience in tiered Service Desk environment, Background in managing support teams, Strong organizational skills.

Key responsabilities:

Manage and coach Service Desk Analysts
Establish goals, metrics and performance reviews
Develop and implement operational policies
Handle complex inquiries and escalate tickets
Track feedback and analyze metrics

Volaris Group XLarge https://www.volarisgroup.com

10001 Employees

See more Volaris Group offers

Job description

Job Summary:

We’re hiring a self-motivated Service Desk Manager with experience working in a tiered Service Desk environment. The successful candidate will be well organized, metrics-driven, able to work in various environments with non-technical and technical profiles.
You will be responsible for a team of Service Desk Analysts, including delivery of Service Levels, quality, and consistency, and other KPIs. Your team will be responsible for analysis and resolution of customer requests including software queries, data correction, bug replication and root cause analysis of recurring data issues.

Job Description:

Job Responsibilities:

You will be responsible for:

Managing a team of Service Desk Analysts and providing coaching and guidance.
Establishing goals and metrics for the support function and measuring the team's performance via monthly and annual scorecard reviews.
Developing, implementing, and reviewing, operational policies and procedures.
Handling more complex inquiries or inquiries from critical customers or accounts, including facilitating progression of escalated tickets.
Tracking customer feedback and proposing appropriate action.
Regular metric reporting and analysis for the Senior Management Team.
Identifying and suggesting solutions and improvements to operational gaps.

Worker Type:

Regular

Number of Openings Available: