Customer Service Desk Manager

Full Time Nottinghamshire IT Job Pro UK

Customer Service Desk Manager


This is a great opportunity for an experienced Customer Service Desk Manager, to join a leading and expanding IT Company, who are passionate about delivering a first-class IT service on behalf of its customers.


Reporting to the Service Director, you will be primarily responsible for managing the daily operations of a strong and established CST team, including their leadership & management. Ensuring that the Customer Support Help Desks runs seamlessly whilst developing new ways of improvement.


To be considered for this role, you will already be a highly experienced and dynamic Customer Service Desk Manager or have supervisory/leadership experience in a service/help desk and/or customer service environment, with excellent leadership & people management skills. You will be able to think on your feet and adapt to change – especially in periods of company growth.

You will lead from the front, bringing your team with you! With experience of performance managing a team – providing mentoring, training, induction & support – ensuring your team achieves customer satisfaction & ensuring operational KPIs & SLAs are delivered.

You will be a resilient and problem solution focused individual with an energetic and passionate attitude towards delivering great customer service.

Ideally previous knowledge of working within the IT Solutions industry would be highly advantageous


Building & maintaining great relationships with 3rd party suppliers/partners/vendors to ensure their performance is in line with company standards.

Acting as a main point of contact of escalation, whilst monitoring response rates and the progression of all services.

Staff workflow & planning across your department and the lead and management of the day-to-day operational shift patterns of your team. Including the recruitment, training, mentoring and performance.

Collating and producing reports & data as necessary – acting as the helpdesk representative at internal and external meetings when required.

Responsibility for resource models & operational plans, such as training, recruiting & ensuring the desk is adequately covered in order that service levels and SLAs are maintained and exceed customer requirements.

Supporting the Executive Management team in meeting the agreed client & customer SLAs, company strategies and operational model.

Currently the client is reviewing working models and there maybe the opportunity for a more agile working, to include office, hybrid and remote.

The hours of work are Monday to Friday 9am – 5:30pm (37.5-hour week) with a competitive salary and company perks! Such as incentives and benefits!

Naylor George is a recruitment agency working on behalf of a client. We aim to contact all suitable candidates within 2-3 days. Unfortunately, due to the high volume of response we receive we are unable to provide individual feedback to applications that haven't reached the shortlist – We do however wish you all the best in your search for a new job

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