Service Desk Manager - Chorley, United Kingdom - Recruitment Genius

Recruitment Genius
Recruitment Genius
Verified Company
Chorley, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Joining as a Service Desk Manager, you will be responsible for all support based service requests, incidents and change requests as well as all service desk related communications with clients.

Your responsibilities will include ticket management, work schedulemanagement and handling client escalation and complaints.

You don't need to have all the requirements below but experience an IT Support environment (not necessarily commercial) and an enthusiasm for the industry is a must.


  • Ticket Workflow Management
  • Including active management of any aged tickets and tickets requiring escalation
  • Scope of role to include service desk tickets affecting the following teams CSA, Support, Seniors, Technical Director
  • Work Schedule Management
  • Working in conjunction with the projects team to ensure that we are sufficiently staffed during the working day to deliver an exceptional service
  • Client Escalations and Complaints
  • Ensure that any client escalations or complaints are handled in a timely manner and that clients receive the best service possible
  • Identifying any skills gap in the teams and working with the management team to plan fill any identified gaps.
  • Continual Service Improvement
  • Identify and implement any opportunities for service improvement within the service desk
  • Reporting
  • Regular reporting to the board on relevant statistics and progress towards service desk objectives, where relevant, at a micro level and macro level

In return, we offer a salary of £28,400 - £37,500 per annum (depending on experience), flexible benefits, life assurance, health care plan, company pension contributions and extensive training and development opportunities.

Please Note - All applicants will receive a link / be redirected to the company's career site. Only those applicants who complete the online form will be considered for this role.
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