Service Desk Manager

Techunite Ltd are seeking an exceptional Service Desk Manager to join an expanding tech company based just outside of Egham

You will be responsible for managing a team of between 5-10 service desk engineers which will be growing over time so strong people management experience is required for this role.

Responsibilities and Duties:

• Lead and oversee the day-to-day operations of the service desk engineers diaries, creating and managing job sheets
• Triaging of tickets coming into the service desk
• Coordination and organisation of assigning engineers to sites based on their geographical location
• Manage headcount and recruit where required to efficiently manage the team
• Monitor and evaluate team performance, providing coaching and training to maximize efficiency and customer satisfaction
• Collaborate with other departments to integrate customer service with overall business strategies
• Prepare detailed reports on service desk metrics and present them to senior management

Qualifications:

• Proven experience as a Service Desk Manager or similar role, preferably in the telecommunications or IT industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in Microsoft Office.
• A customer-oriented approach with the ability to adapt/respond to different types of personality types

Preferred Skills:

• Experience in handling a service desk in a high-volume environment.
• Familiarity with industry’s latest trends and technologies.