Service Delivery Manager Manchester, England
Job description
About Us
Connex One is a world leading Technological company, with a leading Customer Engagement Platform which enables our clients to provide interactive sales support and customer service to their consumers on a channel of their choice. Rated one of the top 15 fastest growing tech companies in the UK, outside of London.
You will be based in our newly renovated office in Spinningfields, Manchester, with everything you need on our doorstep.
We are currently recruiting for a Service Desk Manager and would love to hear from any enthusiastic individuals who want to further their career within a well-established and fast paced business.
Principles and Goal
Everyone on Connex support strives to meet our core principles of:
- Delivering on Our Promises
- Drive customer success
- Prioritise Effectively
- Search Out Repeat Issues
- Fix Route Cause
- Professional at all times
- Deliver quality every time
which will help us deliver on our goal of providing the Best Support in the Industry!
Duties and Responsibilities
- Ensure the all our Support channels are manned 24 x 7, this will involve regular night shifts and some weekend work.
- Manage the Service Desk team and evaluate performance.
- Set specific SLA standards.
- Ensure ITIL processes are implemented and followed.
- Establish best practices through the entire technical support process.
- Follow up with customers to identify areas of improvement.
- Develop daily, weekly, and monthly reports on the help desk team’s productivity.
- Provide customer feedback to the appropriate internal teams, like product developers.
In this role you will be supporting our international client base from our Head Office Support Hub, which operates on a 24/7 basis. You will be supporting on a combination shift pattern of 8 hour day or night shifts.
Skills / Attributes Required
- Proven work experience as a Service Desk manager
- 24 x 7 support and implementation experience
- Hands on experience with help desk and remote control software
- Solid technical background with an ability to give instructions to a non-technical audience.
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communication skills
- Team management skills
Benefits
- 26 days to start (plus UK public holidays)
- Employer Pension Contribution
- Positive working environment in contemporary offices centrally located in Manchester
- Family friendly policies
- Can-do culture and rapid growth
- Promotion of professional development
Job Type: Full-time
Salary: £38,000.00-£42,000.00 per year
Schedule:
- 12 hour shift
Ability to commute/relocate:
- Manchester, M3 3GY: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Will you now or in the future require sponsorship for employment visa status?
Work authorisation:
- United Kingdom (required)
Work Location: One location
Reference ID: CNX Serv Desk
