Service Desk Manager

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Driving Excellence in Technical Support!

Join us as a Service Desk Manager and take charge of ensuring round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support. Your insights from customer feedback will be crucial in enhancing our services and driving continuous improvement.

About us

We are a rapidly growing Omnichannel SaaS organisation on a mission to boost productivity, improve customer service, and increase efficiency across various industries.

Based in Manchester, UK, our influence spans five continents, with offices in Barcelona, Miami, Melbourne, and South Africa. We're not done yet - we're still growing at an incredible rate. We are soon likely to become Manchester’s tech Unicorn.

Responsibilities

• Deliver on promises and drive customer success through exceptional support.
• Prioritise effectively, identifying and resolving root causes of recurring issues.
• Demonstrate expertise in technical support, maintaining professionalism in all interactions.
• You will ensure quality delivery in every customer interaction.

Who is suitable for this role?

• Proven track record as a Service Desk Manager or similar role
• Proficiency in help desk and remote control software.
• Strong technical background with excellent communication skills for both technical and non-technical audiences.
• Exceptional written and verbal communication skills.
• Problem-solving skills

Additional Information:

This role may require working outside standard business hours, including nights and weekends, once every five weeks.

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Full-time

• Job function
  
  Customer Service
• Industries Telecommunications and Telephone Call Centers

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