Service Desk Manager

Our Client is a retail technology software company.

They are urgently looking to recruit a Service Desk Manager with at least 3 to 5 years commercial helpdesk support experience.

• Supporting various teams across the CS Department and the Company to ensure the highest quality of service to our Customers – both internal and external.
• Overall ticket workflow management and ownership, including 1st line triage and escalation of tickets to 2nd and 3rd line.
• Troubleshooting, fault diagnosis and providing resolution to customer issues as appropriate.
• Processing all enquiries professionally and efficiently, ensuring customers are regularly and fully updated on the progress of all logged tickets throughout their lifecycle.
• Implementation of ITIL processes for Incident, Problem, and Change Management to introduce operational efficiencies and better support our Customers.
• Monitoring agreed SLA’s and ensuring daily/weekly targets are met; reporting on SLA targets, numbers and types of requests; maintaining a sense of humour whilst working in a fast‑paced dynamic team!

At least 2+ years of experience in a customer facing Service Desk role, ideally in a SaaS environment within the Internet industry.

• Working knowledge and experience of ITIL Service Management concepts, and how these are applied to the everyday issues which typically arise.
• Demonstrable experience using front‑end ticketing systems such as Fresh Desk/Service, Zen Desk or similar.
• Excellent working knowledge of Microsoft Office, particularly Excel, as well as web browsers and Internet applications.
• Understanding of tracking tags and a basic understanding of web languages including HTML, JavaScript, XML – a major bonus.
• Demonstrable experience at working both independently and in a team‑oriented, collaborative, customer facing environment.

Based in Central London.

The salary for this role will be £25K - £35K.