Service desk manager

Who is Nexus Point? Over the last 12 years, we’ve established our position as a market leader in the automotive software and web development sector by consistently creating powerful software solutions that deliver a competitive and innovative advantage for our customers. Our office environment is friendly, supportive and fast-paced. With our ever-growing client base, our service desk is a critical component to our organisation. Therefore, we are looking to expand this team to ensure our customers receive the very best service. Purpose of the role The service desk manager (SDM) is a critical role in any information technology service management (ITSM) operation. The manager is responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. Customer Satisfaction and business reputation is paramount to the success of this role. Responsibilities will include Some of your responsibilities will include: Coordinate the Client Service Team members in their daily duties of attending to clients who have raised tickets via Account Management or via the Service Desk. Facilitate and encourage excellent customer service culture in team members. Evaluate and assess service delivery performance metrics. Delegate specific service desk responsibilities to team members to create specialisation and increase service delivery pace. Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions. Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective. Effectively manage, develop, and train the service desk team. Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Conduct and share results from the Client Service Team for monitoring the team s performance. Promote the Client Service Team / Service Desk with senior management and work to ensure that it is properly viewed as a core business asset. Coordinate and manage all relevant stakeholders, including the Client Service Team, customers, and other teams that are involved in Client Service operations. Carry out surveys on clients to weigh the level of service delivery in the company. Required skills abilities To be successful in this role, you will need the following skills and attributes: Ability to be proactive and manage own time scales / deadlines Be confident when communicating with senior management and stakeholders Be personable Hard working and self-motivated Be attentive/Have a high attention to detail How to apply To apply, send us a copy of your CV along with a cover letter and links to any previous work you have completed. Please email applications to [email protected]. We will respond to your application as soon as possible and let you know what the next steps will be. Job Types: Permanent, Full-time Salary: £30,000.00-£35,000.00 per year Benefits: Casual dress Company events Company pension Free parking Schedule: 8 hour shift Day shift Monday to Friday Application question(s): Applicants are required to work from our office in Winsford, Cheshire at least 1 day a week. Are you happy to submit an application based on these terms? Have you worked in a Service Desk / IT Service role previously? Do you have any experience/knowledge of software development? Work Location: Hybrid remote in Winsford