Service Desk Manager

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This company integrate critical business systems for online retailers. You will be technically biased and able to converse at a technical level with both customers and colleagues. The role will require occasional customer site visits as you will be pivotal in maintaining the relationships between the support team and their customers.

Working closely with Patchworks' Head of Client Services and Operations Manager, you will be required to build upon and extend the excellent relationship that they already have with their client base. They are looking for someone who thrives under pressure and is happy to get into the trenches.

Skills & Experience

To be considered for the role you will have the following skills and experience:

- Overseeing and managing a Service Desk consisting of software engineers and support administrators

- Managing staff training and development needs

- Working together with new and existing business sales teams to support customers, meet SLAs and manage expectations

- Collaborating with existing business sales teams to proactively recommend IT solutions for customers to maintain and improve their IT infrastructure

- Communicating with customers and attending customer meetings as necessary

- Investigating and reporting on escalated technical issues

- Continuous optimisation of Jira support software

- Monitoring and analysing trends, looking for better working practices and continuous improvement

- Generating reports and providing feedback to management

Responsibilities

- The day to day management of the Service Desk and ticket / call queues, ensuring that Customer SLAs and quality standards are met, and workload is allocated effectively to optimize available resource and skill levels

- Triaging incoming technical support calls and monitoring all assigned Technical Support tickets for completeness

- Acting as customer champion from both technical and service delivery aspects

- Travelling to customers' sites when required for meetings

- Manage all the service desk staff on an HR level

- Manage the Out of Hours team and act as escalation point

- Lead the Technical Support Desk team by example

- Reporting to monthly management meetings on technical support ticket stats, issues and development requirements

- Assist with the maintenance and delivery of industry best practice

- Assist in building a positive customer experience

- Take full ownership of the service department and the overall customer service improvement programme

- Ensure team and customer KPI's are met

- Manage and review all documentation, relating to both internal and external customer support up-to-date and accessible internally