Head of Service - St Albans, United Kingdom - Eclipse Recruitment (Hemel) Ltd

Eclipse Recruitment (Hemel) Ltd
Eclipse Recruitment (Hemel) Ltd
Verified Company
St Albans, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

About the job
We are currently seeking a dynamic individual to join a St Albans based employer as the Head of Service.

You will be responsible for the service desk teams that take maintenance calls, coordinate installations and book both maintenance and reactive jobs with their field-based engineers.

The Head of Service will report directly to the Managing Director of the UK.


Daily tasks

  • Lead the reactive maintenance team (15 people) and the installation/contracts team (6 people) by ensuring the timely and effective resolution of technical issues reported within the ticketing system from customers.
  • Lead review and resolution meetings with their customers.
  • Develop and maintain metrics to track service performance, call resolution time, customer satisfaction, and first call resolution rate.
  • Conduct regular performance reviews of service team members and identify opportunities for growth.

Requirements:

Proven leadership skills and the ability to manage diverse personalities
Minimum 5 years experience in managing a large service desk / helpdesk team (non IT; 10+) that coordinate a large number of technicians (50+)
Knowledge of SAP - essential
Excellent communication skills
Excellent written and verbal skills
Strong experience in setting and achieving KPIs


Benefits
25 days annual leave plus bank holidays, free car parking, Death in Service X 3 of your salary, EAP Learning and future development opportunities


Schedule:

  • Monday to Friday
  • Weekend availability

Ability to commute/relocate:

  • St Albans, Hertfordshire: reliably commute or plan to relocate before starting work (required)

Experience:


  • Service Desk / Helpdesk: 5 years (required)

Work Location:
In person
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