Service Desk Manager

4 weeks ago

Johannesburg, South Africa Dial a Nerd Full time

Position Overview: We seek an experienced and highly motivated Service Desk Manager to join our growing Dial a Nerd Business team. The Service Desk Manager will lead and manage our service desk team, ensuring the highest level of customer satisfaction and support for our clients. This role requires a strong background in IT support, exceptional leadership skills, and a passion for delivering top-notch customer service.

**Responsibilities**:

- Oversee the day-to-day operations of the service desk, including Tier 1, Tier 2, and Road Engineers.
- Develop, implement, and maintain service desk policies and procedures to ensure efficient and effective support in line with exco directives.
- Monitor and analyse service desk performance metrics, identifying areas for improvement and implementing corrective actions.
- Train, and mentor service desk staff, promoting a culture of continuous learning and improvement.
- Collaborate with other departments to ensure seamless communication and support for all client-related issues.
- Manage escalated client issues, working closely with the technical team to ensure prompt and effective resolution.
- Maintain and enhance relationships with key clients, ensuring their satisfaction and promoting the company's services.
- Stay up to date on industry trends, technologies, and best practices, implementing necessary changes to ensure the service desk remains competitive.
- Monitor and manage service level agreements (SLAs), ensuring targets are met and clients are satisfied.

**Key Performance Indicators (KPIs)**:

- First Contact Resolution (FCR) rate: The percentage of service desk tickets resolved on the first interaction with the client.
- Average Time to Resolution (ATR): The average time that is taken to resolve client issues, measured from when a ticket is opened to when it is closed.
- Customer Satisfaction (CSAT) score: A measure of client satisfaction with the support received, gathered through surveys and feedback.
- Employee Satisfaction (ESAT) score: A measure of service desk staff satisfaction, assessed through surveys and feedback, to ensure a positive work environment.
- Ticket Volume and Backlog: Monitoring the number of open and unresolved tickets and ensuring timely resolution to maintain optimal client satisfaction.
- Adherence to SLAs: The percentage of tickets resolved within the agreed-upon SLA timeframe.
- Technician Utilization: The percentage of service desk staff's working time spent on client support activities.
- Cost per Ticket: The average cost of resolving a service desk ticket, including labour and overhead expenses.
- Escalation Rate: The percentage of tickets escalated to higher support tiers or other departments, with a focus on reducing this rate through training and knowledge sharing.

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