Service Desk Manager - Skratch

We are seeking a highly skilled and motivated Service Desk Manager to lead our dynamic B2B customer support team for technology focussed hardware and software product lines. The ideal candidate will possess a strong background in technical support, excellent leadership skills, and a customer-centric mindset. This role is crucial in ensuring the delivery of exceptional service to our business-to-business clients while managing and optimizing the service desk operations. Our product lines span across multiple sectors, technology types and geographic regions., 1.Team Leadership:

• Lead and inspire a multi-site team of service desk professionals, fostering a collaborative and customer-focused environment.


• Conduct regular team meetings, set performance goals, and provide coaching and mentoring to enhance the team's capabilities.


2.B2B Customer Support:

• Oversee the resolution of technical issues related to hardware and software product lines for B2B customers and inter divisional support.


• Collaborate with cross-functional teams to address complex technical challenges and ensure timely resolution.


3.Service Desk Operations:

• Develop and implement service desk policies, procedures, and best practices to optimize efficiency and effectiveness.


• Monitor service desk metrics and performance indicators, identifying areas for improvement and implementing corrective actions, publish regular reports to business sector leads with KPI metrics and analysis.


• Maximise automation of systems to improve response times and resolution completion.


4.Escalation Management:

• Manage and resolve escalated customer issues, ensuring timely and satisfactory resolutions in line with SLA's.


• Collaborate with other departments to address systemic issues and prevent recurring problems.


5.Customer Satisfaction:

• Implement strategies to enhance customer satisfaction, loyalty, and retention.


• Collect and analyse customer feedback to drive continuous improvement in service delivery.


6.Training and Development:

• Develop training programs for service desk staff, ensuring they are well-equipped to handle a diverse range of technical issues.


• Stay informed about industry trends and advancements to keep the team up-to-date on the latest technologies.
  
  Proven experience in a technical support role, with a focus on B2B customer support.


• Strong leadership and team management skills, with a track record of developing high-performing teams.


• Excellent problem-solving and decision-making abilities.


• Exceptional interpersonal and communication skills.


• Familiarity with hardware and software products, including troubleshooting and resolution techniques.


• Knowledge of service desk tools and systems.


• Ability to work collaboratively with cross-functional teams.