1 of 1 SLA Jobs in Dartford

an experienced Service Desk Manager to join a growing company located in the Dartford area. The successful candidate will lead the companies support teams, ensuring consistently excellent customer service, SLA compliance, and optimal utilisation of technical resources—maintaining average SLA compliance of better than 95%, PPM adherence of 90%, first time fix rate of better than 75% and with a … target engineer utilisation of at least 85%. Key Responsibilities Operational Management & SLA Oversight Ensure timely resolution of customer queries and incidents, consistently meeting or exceeding agreed SLAs. Monitor key performance metrics (e.g., first response time, resolution time, customer satisfaction) to drive continuous improvement. Resource & Utilisation Planning Maintain engineer utilisation at or above an average of 85% through accurate forecasting More ❯