Service Desk Manager
Job Summary
As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. You will be managing and leading a team of employees. Communicating company goals, safety practices, and deadlines to team. Motivating team members and assessing performance. Providing help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members.
Day to day tasks:
* Assessing the technical needs of staff or clients
* Establishing and maintaining strong relationships across teams and with staff/clients
* Measure service satisfaction levels
* Managing and upholding the troubleshooting escalation process
* Managing hardware and software
* Resolving system and application issues
* Occasionally working with third parties to rectify issues
* Identifying gaps in the support process and amending it accordingly
Personal Qualities
* Computer literate (Excel, Word, Microsoft Office)
* Awareness of the essential role of IT within business
* A good standard of written and verbal English
* Ability to listen and follow instructions
* Able to handle a varied work load
* Able to prioritise work load
* Be willing to assist in other areas if needed
Training
We are keen to promote and develop our staff, so whilst working in this position the successful candidate will also receive training to achieve an industry appropriate qualification
As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. You will be managing and leading a team of employees. Communicating company goals, safety practices, and deadlines to team. Motivating team members and assessing performance. Providing help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members.
Day to day tasks:
* Assessing the technical needs of staff or clients
* Establishing and maintaining strong relationships across teams and with staff/clients
* Measure service satisfaction levels
* Managing and upholding the troubleshooting escalation process
* Managing hardware and software
* Resolving system and application issues
* Occasionally working with third parties to rectify issues
* Identifying gaps in the support process and amending it accordingly
Personal Qualities
* Computer literate (Excel, Word, Microsoft Office)
* Awareness of the essential role of IT within business
* A good standard of written and verbal English
* Ability to listen and follow instructions
* Able to handle a varied work load
* Able to prioritise work load
* Be willing to assist in other areas if needed
Training
We are keen to promote and develop our staff, so whilst working in this position the successful candidate will also receive training to achieve an industry appropriate qualification