Service Desk Manager

Service Desk Manager

Leeds Based

Hybrid Working

My client is seeking a highly skilled and technical Service Desk Manager to lead their support operations and ensure the efficient management of Zendesk and internal support functions.

The successful candidate will oversee the support team of up to 15 UK-based team members and an outsourced team, providing guidance, troubleshooting, and ensuring timely resolution of technical issues. This role also involves owning Zendesk-managing queues, setting up SLAs, and optimising reporting to ensure a seamless support experience for our users.

• Zendesk Ownership & Management: Own and manage the Zendesk platform, including setting up and managing queues, SLAs, and reporting functionality to improve team performance and ensure timely resolution of issues.
• Team Leadership & Support: Lead the service desk team (15 UK staff and outsourced teams), providing guidance, training, and hands-on support to ensure tickets are addressed quickly, ensuring no tickets are left unresolved for extended periods.
• Technical Support & Troubleshooting: Answer technical questions from users, troubleshoot complex issues related to SQL databases, backups, and access, ensuring users receive timely and accurate assistance.
• Database & Backup Management: Oversee the management of databases and backup solutions, ensuring proper functionality, security, and disaster recovery procedures.
• Collaboration & Reporting: Collaborate with enterprise teams and client services to improve workflows, report on service desk metrics, and implement process improvements.
• Travel & Flexibility: Provide occasional travel support, including trips to the US, North Africa, and Costa Rica. Flexible working hours, including office visits twice a week.

• Proven experience managing a service desk team, including hands-on technical support and leadership responsibilities.
• Strong experience with Zendesk, including managing queues, SLAs, and reporting.
• Technical knowledge of SQL databases and backup management.
• Strong leadership skills with the ability to mentor and guide both UK-based and outsourced teams.
• Flexibility to travel occasionally to global offices, and other international locations as needed.
• Must be proactive and able to own the support function while collaborating with internal teams to improve processes and service delivery.

This role offers an opportunity to lead and develop a dynamic support team, while ensuring excellent technical support and service delivery within a global organisation.