Service Desk Manager

3 weeks ago

Cork, Cork, Ireland Sirus Full time

The role of the Service Desk Manager is to develop, lead and motivate a team of Service Administrators to deliver excellent internal and external support with outstanding customer service.

The role of the Service Desk Manager is to develop, lead and motivate a team of Service Administrators to deliver excellent internal and external support with outstanding customer service. They will oversee the day-to-day operation of the Service Desk working closely with their team to ensure that they have the resources needed to perform their duties efficiently. Ensure that all incidents and service requests reported are recorded and monitored.

Duties & Responsibilities
  • Manage a team of Service Desk Administrators.
  • Ensure prompt, accurate status and feedback of all incidents and service requests to customers and management.
  • Monitor creation, scheduling, delivery and status of all reactive and planned tasks using procedures and systems in place.
  • Ensure that Service Desk Administrators have the resources needed to resolve as many queries/requests as possible.
  • Develop and maintain Service Desk procedures based on best practices and ensure that procedures are followed.
  • Provide leadership, motivation, coaching and development to all team members.
  • Ensure correct staffing levels are maintained: plan shift rota; approve & schedule annual leave; arrange sickness cover and shift breaks.
  • Monitor and evaluate the performance of Service Desk staff.
  • Resolve daily issues of a complex scope that impact the Service Desk and wider operations team.
  • Maintain a high level of employee morale within the team.
  • Work closely with the Service Managers and their teams.
  • Track the service team's leave, overtime, time in lieu and expenses while working closely with the accounts team.
  • Produce weekly & monthly reports/statistics detailing activity, trends, issues and resolutions.
  • Adhere to/improve all internal and customer quality standards.
  • Create annual documents for use across the wider operation team: quotes log, leave trackers, activity planners, etc.
  • Work closely with the Finance team and support them in the efficient processing of accounts.
Requirements
  • Analytical with exceptional numerical skills.
  • Highly organised with strong attention to detail and processes.
  • Always maintaining clear and excellent customer service skills.
  • Strong problem-solving, and good decision-making skills.
  • Ability to supervise a team.
  • Highly motivated and enthusiastic.
  • The successful candidate must have fluent English with excellent interpersonal skills.
  • Excellent working knowledge of Microsoft Excel.
  • Experience with Sage 50 is a plus.
  • Minimum 3 years experience in a similar role.
Training & Personal Growth
  • Company Sponsorship of relevant training (All business/company relevant courses in a related discipline are encouraged.
Reports To
  • General Manager, Sirus Aircon.
Renumeration & Conditions
  • Permanent full-time role.
  • Salary is dependent on experience.
  • Company laptop & phone.
  • Annual bonus paid at Christmas time based on performance and effort throughout the year.
  • After successful probation, you can avail of the company benefit scheme including health insurance and pension contributions.
  • Access to Employee Assistance Programme (EAP) from the start of employment.

Based full-time in our Cork office in Centrepoint Marina Commercial Park, Cork. There will be a requirement to travel to our Dublin office located in Ballymount, Dublin 12 regularly (Once per week initially).

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