Service Desk Manager

Service Desk Manager Location: Derby Salary: Competitive, dependent on experience Hours: Full-time -HybridWe are recruiting an experienced Service Desk Manager to lead and develop a busy customer-focused support team within a growing organisation.IT industry experience is not essential. We are looking for a strong people manager with experience leading a service desk, helpdesk, customer support or similar service-based team.The RoleLead, motivate and develop a customer-focused support teamManage workloads, resources and day-to-day service deliveryMonitor KPIs, service levels and team performanceAct as an escalation point for customer and service issuesCoach team members and support their ongoing developmentBuild strong relationships with customers and internal stakeholdersReview processes and identify opportunities to improve service and efficiencyUse performance data and customer feedback to drive improvementsSupport recruitment and onboarding of new team membersWork closely with other departments to resolve issues effectively About YouPrevious experience managing a service desk, helpdesk, customer support or service delivery teamStrong people management and coaching skillsExperience working with KPIs and service levelsExcellent customer service and communication skillsConfident managing escalations and resolving problemsOrganised, proactive and able to manage competing prioritiesExperience improving processes and team performanceIT or technology sector experience is ..... full job details .....