Service Desk Manager
Location:
Manchester, UK
Salary: Competitive
Join us as a Service Desk Manager and lead our mission to provide exceptional 24/7 support across all channels. You will manage and mentor our Service Desk team, ensuring team success, SLA adherence, and customer satisfaction. Drive continuous improvement by implementing ITIL best practices and leveraging customer feedback to enhance our services. Your leadership will be pivotal in shaping a responsive, efficient, and customer-centric support environment.
Responsibilities:
Ensure our Service Desk delivers 24/7 support, keeping P1 incidents under control and meeting SLAs.
Lead and support the team, helping them grow, perform well, and stay focused on the customer.
Keep our incident and problem management processes running smoothly and look for ways to improve them.
Use ITIL best practices (ITIL 4 preferred) to make sure everything we do is consistent and efficient.
Solve problems, streamline workflows, and make support better for both the team and our customers.
Manage performance and use customer feedback to make our service even stronger.
Who’s Suitable for This Role:
Proven experience as a Service Desk Manager or in a similar technical support leadership role.
Comfortable with help desk and remote control software, with a strong technical background.
Excellent communicator, able to explain technical issues clearly to both technical and non-technical audiences.
Customer-focused, with a drive to deliver outstanding support.
Strong problem-solving skills, with the ability to identify root causes and implement effective solutions.
Exceptional written and verbal communication to keep both the team and customers informed.
*This role involves both day and night shifts on a rotating schedule:
Day shifts: 5 consecutive days
Night shifts: 4 consecutive nights
Friday, Saturday, and Sunday off after night shifts
The schedule then repeats.
About ConnexAI
ConnexAI is an award-winning Conversational AI platform. Designed by a world-class engineering team, ConnexAI's technology enables organizations to maximize profitability, increase revenue and take productivity to new levels. ConnexAI provides cutting-edge, enterprise-grade AI applications including AI Agent, AI Analytics, ASR, AI Voice, and AI Quality.
ConnexAI's global footprint spans multiple continents, with offices in the United States, the United Kingdom, South Africa, Kenya, Nigeria, Spain, and Australia. This strategic presence allows us to serve customers in diverse markets and provide tailored solutions that meet their unique needs.
Recognized as one of the next unicorn businesses in the Titans of Tech report 2024, ConnexAI is committed to excellence and innovation in the field of artificial intelligence.
By partnering with ConnexAI, businesses can optimize their operations, improve customer experiences, and achieve long-term success in today's competitive market.