Service Desk Manager – Scotland

Job title:

Service Desk Manager – Scotland

Company

Nine Twenty

Job description

Fantastic opportunity for an experienced Service Desk Manager to join a very well established IT / Telecoms company in Glasgow.As the Service Desk Manager with a focus on ticket distribution and management in real time, you will play a pivotal role in overseeing and optimising the ticketing process within our Managed Service offering. Your primary responsibility will be to ensure efficient ticket distribution to the helpdesk users and real-time ticket management for timely issue resolution and superior customer support.Key Responsibilities:Ticket Distribution:

• Implement a ticket distribution system to ensure equitable assignment of tickets among the helpdesk team members.
• Analyse ticket volumes and prioritize ticket assignments based on urgency and criticality.
• Monitor ticket queues to ensure a balanced workload distribution and optimal resource utilization.

Real-Time Ticket Management:

• Monitor and track ticket progress in real time, ensuring that tickets are addressed promptly, and SLAs are met.
• Identify potential bottlenecks or delays in ticket resolution and take proactive measures to expedite the process.
• Provide guidance and support to helpdesk technicians to resolve complex or escalated issues.

Service Level Agreement (SLA) Compliance:

• Establish and maintain SLAs for ticket response and resolution times.
• Monitor SLA performance and take corrective actions to meet or exceed defined targets.
• Regularly report on SLA adherence and overall service performance to senior management.

Continuous Improvement:

• Continuously evaluate the ticketing process for efficiency and effectiveness.
• Suggest and implement process improvements to enhance ticket management and customer satisfaction.
• Collaborate with IT/Comms teams to identify and address root causes of recurring issues.

Team Leadership and Development:

• Lead the Service Desk team to foster a positive and high-performing work environment.

Customer Relationship Management:

• Ensure high customer satisfaction by proactively engaging with clients and addressing any ticket-related concerns.
• Act as the escalation point for major incidents or critical issues, ensuring timely resolution and communication.

Please apply now for an immediate interview.

Expected salary

Location

Glasgow

Job date

Wed, 15 Jan 2025 07:46:49 GMT

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