Service Desk Manager

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SERVICE DESK MANAGER I CUSTOMER SUCCESS

Permanent fulltime (35hours per week Monday to Friday)

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Traveltek is one of the travel industrys leading SoftwareasaService(SaaS) providers. They love technology and travel instantly connecting theworld of travel through leading software. They power the small travel agents inthe high street right up to the most prominent global names.

In business for 25 years they are an established brand in the UK. Undernew leadership for the past five years they have embarked on global expansionwith significant customer wins internationally. Their HQ is on Queen Street inthe heart of Glasgows city centre and they also have a presence in EuropeAustralia India and North America.

The leadership team have placed culture at the core of their business.Their values are Integrity Tenacity Simplicity and Agility. They believetheir staff drive the company and there is a twoway agreement the firmprovides a remotefirst rewarding environment with great benefits for an SMEand the people respond by working to the best of their ability while providingsupport and respect for their colleagues.

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About this role

As a Service Desk Manager at Traveltek you will play a pivotal role inensuring exceptional customer service and the resolution of technical issues.Working closely with crossfunctional teams you will oversee the investigationand resolution of diverse customer problems ranging from APIrelated issues toapplication configuration and userbased challenges. Your proactivecommunication and leadership within our service desk team will be instrumentalin maintaining high service level agreement (SLA) adherence and delivering an outstandingcustomer support experience.

Weare seeking a candidate with a genuine passion for delivering exceptionalcustomer service demonstrated through a proven track record of successfullymanaging a service team. We are looking for someone with an unwaveringcommitment to resolving challenges and ensuring customer satisfaction.

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What you will do

Key responsibilities of the role include:

Ensure timely and effective issue resolution: Oversee theinvestigation and resolution of support requests reported by customers via JiraService Management including JSON and XML APIrelated problems applicationconfiguration challenges and userspecific issues ensuring prompt andeffective solutions.

Lead and mentor the service desk team: Line managethe service desk team and provide guidance coaching and support to technicalsupport agents ensuring they deliver highquality service and effectivelyresolve customer issues.

Ensure adherence to SLAs and KPIs: Monitor andmanage service desk performance to meet or exceed established service levelagreements and KPIs including target resolution times and customersatisfaction goals.

Collaborate with crossfunctional teams: Work closelywith other departments to gather necessary information troubleshoot complexissues and communicate effectively to provide comprehensive resolutionsthrough our service management portal.

Implement proactive measures: Identify recurring issues orpatterns and collaborate with relevant teams to implement proactive measuressuch as process improvements documentation enhancements or system updatesaimed at reducing future customer issues.

Cultivate strong customer relationships: Fosterpositive customer experiences through clear empathetic and proactivecommunication guiding customers through issue resolution processes andensuring satisfaction at all touchpoints.

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Experience knowledge skills and approach to work

Required knowledge and experience for the role:

Leadership abilities: Previous experience in peoplemanagement showcasing the capability to effectively lead and mentor servicedesk teams.

Incident management: Background in overseeing incidentresolution ensuring strict adherence to SLAs through proficient use of servicemanagement tools.

Escalation management: Previous experience in managingcustomer escalations to maintain high levels of customer satisfaction andresolve issues promptly.

Communication skills: Excellent communication abilitiesincluding clear empathetic and proactive communication with customers atvarious levels of technical proficiency.

Team collaboration: Experience working collaboratively withcrossfunctional teams to gather information and troubleshoot complex issueseffectively.

Continuous improvement: Experience contributing to internalknowledge bases fostering a culture of learning and growth within the teamand implementing proactive measures to improve service desk performance.

Technical expertise: An understanding of API principles andexperience in inspecting XML and JSON requests and responses is desired but notessential

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What we offer

Youll be joining Traveltek at one of the most exciting junctures in itshistory helping the company replicate their success in the UK and incountries worldwide.

Traveltek operates provides:

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Salary ranging from 35000 to 45000 per annum

A remotefirst policy

A home working allowance

A 3% employer pension

Mintago membership for pension support

Private healthcare plan

Life assurance

Perkbox subscription

A generous 33 days of leave

Access to Udemy Training Subscription.

If you have the energy and drive to make the most of this exciting roleand take Traveltek to the next level click apply.

Skills :