Service Desk Manager
- Hiring Organisation
- Gleeson Recruitment Group
- Location
- Derbyshire, United Kingdom
- Employment Type
- Permanent
oversee Service Desk operations, ensuring incidents and requests are appropriately prioritised and resolved in line with agreed SLAs, while using service performance data, user feedback and first-time-fix rates to identify opportunities for improvement. You'll also play an important role during high priority incidents, coordinating Service Desk … post-incident reviews Managing escalations and supporting Major Incident activity Working closely with resolver teams, suppliers and stakeholders across the wider business Improving the user experience and promoting a strong customer-service culture Supporting the development and adoption of incident playbooks and escalation processes Working alongside Change ...