Service Desk Manager

We are seeking a strong, experienced Service Desk Manager to lead and transform our UK-based support team and outsourced partners. The successful candidate will take ownership of all support operations, ensuring seamless ticket management, SLA adherence, and exceptional customer service delivery.

This role is pivotal in optimizing our support infrastructure, managing Zendesk functionality, and setting up scalable reporting and processes to meet our growth demands.

Location: Leeds

Hybrid: 2 Days Onsite

Salary: up to £60K

Key Responsibilities

Team Leadership:

• Manage a team of 15 UK-based support staff, providing hands-on guidance and mentorship.
• Oversee and collaborate with an outsourced support team, ensuring consistent performance and quality.

Operational Excellence:

• Own the Zendesk platform: optimize its functionality, implement SLA configurations, and ensure robust reporting.
• Take full control of ticket queues, ensuring no backlog and maintaining a high-quality support service.

Process Improvement:

• Develop and implement strategies to streamline ticket management processes.
• Leverage analytics to improve team performance and identify areas for operational enhancement.

Collaboration and Flexibility:

• Work closely with cross-functional teams, including client services, enterprise teams, and development.
• Support the enterprise team on specific projects and initiatives as required.

Global Travel:

• Be available for occasional travel to the US and North Africa to align with regional teams and outsourced partners.

Skills and Experience Required

• Proven experience in a Service Desk Manager or similar leadership role within a fast-paced environment.
• Strong expertise in managing ticketing systems, specifically Zendesk.
• Demonstrated ability to set up and optimize SLAs, reporting, and queue management processes.
• Excellent leadership and mentoring skills, with a hands-on approach to team development.
• Flexibility to travel and adapt to a dynamic work environment.
• Exceptional organizational and problem-solving skills.