Service Desk Manager

Service Desk Manager

Insurance

5 days a week on site - London

Introduction:

• Manage the Service Desk team, motivating & guiding the team whilst constantly striving to improve the service that we deliver to the business.
• Establishing relationships across the business & promoting the IT service model.
• Managing the delivery of a high quality IT service to all users - striving to maximise 1st time resolution of issues.

Responsibilities

• Plan, organize, and coordinate the daily operations of the service desk team.
• Establish and maintain the service desk policies, procedures, and standards.
• Provide coaching, training, and feedback to the service desk staff.
• Handle escalated and complex customer issues and complaints.
• Identify and implement service desk improvements and best practices.
• Collaborate with other IT teams and stakeholders to ensure alignment and integration of the service desk services.
• Stay updated on the latest IT trends, technologies, and best practices.

Knowledge/Skills/Qualifications

• Knowledge of customer satisfaction measurement tools and techniques.
• Proficiency in data analysis and reporting software.
• Strong problem-solving and decision-making skills.
• Leadership experience.
• Knowledge of Microsoft Products.
• Knowledge of Active Directory.
• Project skills & delivery mentality.
• ITIL.
• Continuous improvement.