Service Desk Manager

This role manages the service desk team to deliver high-quality customer service in incident management and SLA compliance. The position monitors daily team operations and ensures that inquiries are promptly attended to while coaching and developing staff.

• Data Analytics & Service Improvement: Demonstrated expertise in leveraging operational data analytics to uncover insights, drive continuous service improvements, and optimise incident resolution and customer satisfaction. Ability to translate data trends into actionable strategies that enhance overall Service Desk performance and drive innovation.
• Customer Experience & Service Excellence: Passionate about delivering outstanding customer experience, with a track record of designing and implementing customer-centric processes. Experience in integrating customer feedback and data to inform service enhancements and measure progress against key experience metrics.