Service Desk Team Manager

Job description

As a Service Desk Team Manager, you’ll lead and develop a team of Education-focused service desk analysts supporting teachers across Northern Ireland, working on a hybrid basis from Hillview House, Belfast. Job title: Service Desk Team Manager Job Description: You’ll be accountable for service performance, team capability, and continuous improvement, working closely with stakeholders to ensure operational excellence. What you’ll be doing: - Lead, manage and mentor the Service Centre team within Operations - Goal setting, skill enhancement and coordination of performance review activities for Service Centre employees - Investigate and resolve any issues resulting from substandard performance. - Ensure company policies and procedures are followed by all team members - Develop programs to improve technical and customer service skills across the operation - Address customer enquiries resolve issues and feedback proactively. - Maintain positive relationships with all stakeholders to ensure Service Centre effectiveness. - Ensure all employees are adequately trained to meet service objectives. What we’re looking for: - Prior IT team management experience - Great excel skills and ability t...