Service Desk Manager
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| Job Type | Permanent / Full Time |
| Area | Hertfordshire, England |
| Sector | Call Centre & Customer Service - Manager |
| Salary | Competitive |
| Start Date | ASAP |
| Advertiser | remoteapi |
| Job Ref | 489590 |
| Job Views | 594 |
- Description
- Our client is seeking an experienced Help Desk Manager to join their busy Team in Bishops Stortford. If you're a passionate self-starter, our client is a great place to get ahead. Apply today!
This role will form a part of a very busy Operations Department. The key focus of this role is ensuring excellence in service and ensuring that the help desk team, is operating smoothly and efficiently. The team consists of 4 Coordinators, scheduling a team of 28 engineers, mostly within the M25 region.
Terms
Salary: up to £40,000 per annum depending on experience
Hours: 8 am – 5 pm, Monday to Friday
Contract: Permanent
Location: Bishop Stortford
Reporting to: Operations Manager
Benefits:
- Holiday entitlement: 25 days per annum plus Bank Holidays (pro rata)
- Sickness and accident insurance
- Death in service cover
- Employee assistance programme
- Auto-enrolment pension
- Free gym and tennis court
- Bonus incentive schemes
- Bring your dog to work day
- Company events
- On-site parking
- Investors in People accredited company
Your duties will comprise (but are not limited to) the following:
- Oversee and support all scheduling duties and ensure that the Help Desk Team are operating smoothly and delivering quality customer service.
- Identify opportunities for process and office management improvements, and design and implement new systems.
- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- Communicate effectively with all stakeholders on a daily basis and in a manner that is efficient, develops culture, guides and mentors and assists in ensuring service quality and delivery.
- Ensure that all incoming communication from stakeholders is handled quickly and efficiently, ensuring that any issues are escalated to the correct resource where necessary.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- The ability to manage time effectively while setting the tone of the team through modeling and leadership.
- Weekly, and monthly reporting to the Operations Manager and the Board.
Requirements
- Good interpersonal and time management skills
- Experience of working within the service and maintenance sector
- Experience of managing a team
- Knowledge of client management software
- Communication, negotiation and relationship-building skills
- Organisational skills
- Problem solving skills
- Leadership and the ability to ‘make things happen’
To Apply:
- You must be living and authorised to work in the UK to apply for this position.