Service Desk Manager

Posted 23 May by Paterson Recruitment
Easy Apply

Working for an eCommerce, Development and Marketing agency; delivering an exciting range of products and services to a global Customer base, through and ever growing list of associated companies.  The small, friendly company is well established, and has seen well over a decade of successful trading and rapid growth into new markets.

They are looking to recruit a new Service Desk Manager, whose team provide eCommerce and technical support to their retail Customers, across a breadth of channels, e.g. support tickets, emails, telephone, etc.

As the operational lead, you will have overall responsibility to deliver against Customer Service objectives and KPIs, and will work closely with managers and staff, in their Burford and Malaga offices, to ensure that there is a common approach to support provision.  This role involves direct line management of 2 agents in the Customer Service Team, and providing support and guidance for agents in other escalation teams

We are looking for a Service Desk Manager who is passionate about leading a team to deliver exceptional service to our clients Customers.  As a small team, the role requires a player-manager approach, alongside an expectation of owning Customer experience activities, developing and configuring the provision of support via a ticket management solution, and being involved with wider processes such as new product introduction and site launches.

This is a great opportunity for an experienced Manager, looking for a new challenge.

Reference: 38052572

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