Service Desk Manager, Jobs, 6702

Service Desk Manager - Glasgow

£25,000 negotiable - Technology - IT- Management
Ref: 6702 Date Posted: Friday 06 Dec 2019
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Nine Twenty are on a hunt for a new Service Desk Manager for their long term client. Due to ongoing growth and new products on the horizon, along with some exciting internal movement, our client are looking for a Service Desk Manager to lead its talented Service Desk team.

If you are looking to join a business where you will be truly valued, this could be the right role for you!



  • Creation & maintenance of service desk team development plans
  • Evaluate team performance regularly against development plans
  • Ensuring support calls are being logged and resolved in respect to SLA’s
  • Deal with Customer complaints ensuring customers remain satisfied with our service
  • Communicate well with both internal & external parties
  • Attend/Input into Project team regarding helpdesk issues
    • Common Issues
    • Note upcoming work for sites – new installs and upgrades
  • Ensuring customer relationships are maintained
  • Ensuring Customer configuration server sheets are kept up to date
  • Identify opportunities of how we can further help customers and share with wider team
  • Identify support process improvements
  • Ensuring service desk team understands what is required from them on a day-to-day basis
  • Ensuring service desk team follows company procedures
  • Ensuring hardware aspect of helpdesk is well managed
  • Recruiting, training and supporting of service desk team
  • Develop daily, weekly and monthly reports on help desk team’s productivity and distribute the weekly statistics
  • Managing team resource and report issues to management
  • Attend & Input into monthly Senior Management Meetings and quarterly Board meetings
  • Ensuring customer SLA’s are being met for customers sites

Skills and experience

  • Capable of working on own initiative with a can-do attitude
  • Proven people management experience
  • Appropriate delegation
  • Motivating team members
  • Process improvement
  • Passionate about excellent customer service
  • Background in IT Support beneficial
    • CRM Reporting and call logging
    • Office & Office365
    • Windows 7, 10 & Server 2008-2019
    • Microsoft IIS
    • Microsoft SQL Server
    • Remote desktop support tools

Please apply using the button below!