Customer Service Desk Manager
Exciting opportunity for an enthusiastic, analytical, and strategic thinker to join a fast-growing, market leading IT partner.
This role will be responsible for ensuring that the Customer Service Desk provides a seamless and efficient service to assist customers with their service requests and support needs. This role will encompass all ownership and accountability for the Customer Service Desk function, and manage the individuals providing a blend of support within the Customer Service Desk.
The client are a large-scale Data Centre provider, who's network houses some of the most innovative private & public organisations, compromising of all sizes. Heavily invested in reducing carbon emissions and passionate about championing greener ways of thinking.
Reporting to the Group Director, you will be a key partner to the leadership team, who are looking for someone who demonstrates exceptional leadership skills, and can communicate effectively to inspire, develop, and motivate staff.
Key Responsibilities:
- Ensure that the CSD receive and effectively manage customer queries across different communication channels.
- Strive to make sure that the CSD resolve requests and cases aiming for a "1st contact resolution".
- Being accountable for the running of Service Desk capabilities, ensuring it is in alignment with the business needs.
- Managing case tickets within internal SLA's - properly investigating, diagnosing and finding resolutions to customer support requests.
- Ensures that service levels are met and relevant procedures and policies are adhered to. Alongside ensuring that operational problems are identified, monitored and resolved.
Who You Are:
- Someone with experience executing, managing and developing a successful Customer Service Desk, supporting Clients and providing strategic End User Support.
- Demonstrable experience leading Customer Service Desk capabilities within a large organisation.
- Fantastic Customer Service skills, and how to effectively deliver these to customers.
- Tracking emerging trends and identifying opportunities to make sure the Service Desk achieves its goals.
- Experience of Microsoft Windows, ServiceNow, Excel, Powerpoint.
- Excellent communicator, who takes a strong sense of ownership and accountability.
- Good understanding of global/local business differentiation, and customer behaviours and expectations.
Desirable:
- Customer Service Qualification.
- Experience in building a Global Service Desk from the ground up.
- Service Desk experience within a Data Centre.
If this sounds like you, then get in touch! Apply below.
