Service Desk Manager

Service Desk Manager(Scheduler/Planner/Controller)

Stourport-on-Severn

£33,000 to £35,000 + 20 Days Holiday + Bank Holidays + Pension + Health Plan

Monday to Friday 8am to 5.30pm (1 Hour Lunch)

Service Desk Manager available in a professional, market leading and well-established business.  The role will suit those looking for a busy leadership role in a friendly and team-based environment.

To apply for the Service Desk Manager role, you need to have strong leadership/management experience as the focus of the role is to ensure excellent customer service within the department. The key skills requirements are to be highly organised, confident communicating over the phone to a network of engineers and directly to customers, have excellent attention to detail in overseeing the planning of engineer’s routes ensuring efficiency and SLAs are at the forefront of every decision made. Must be highly proficient in excel and confident in pulling together reports to meet deadlines.

Full training on the company's products and systems will be provided.

As Service Desk Manager, you will oversee the day-to-day operation of the desk including a team of 4 to ensure delivery is met to the agreed level and exceed customer expectations. Reporting to the Aftersales & Service Manager, you will work closely to ensure excellent customer service is achieved.

The company are professional, and people orientated creating an excellent team-based culture. This is an ideal opportunity for those looking for a very valued role in the business and driven by exceptional customer service.

The Service Desk Manager Role:

*Oversee day to day running of the department

*Deliver all service activity in line with KPI’s and ensure excellent customer delivery is met

*Lead and manage a team of 4

*Provide consistency in the team and coach/train/mentor when needed

*Build relationships with key accounts

*Main point of escalation for any issues (this will be a main escalation point over weekends)


The Person Required for the Service Desk Manager Role:

*Leadership/management skills

*Experience in a customer focused role or similar

*Highly organised

*Attention to detail

*Strong communicator

*IT literate

*Strong focus on customer satisfaction and long-term customer relationship building