Frontline Customer Support Agent for Utilita Energy, attending customer homes and selling services. Involves meter reads and updating customer information while working in a sales environment.
About the role
- Customer Experience Director managing Service Desk operations in an IT managed service company. Overseeing delivery of IT support services and driving operational excellence.
Responsibilities
- Provide strategic management and direction to the Service Desk team, setting clear goals and objectives.
- Oversee the day-to-day operations of the Service Desk, ensuring service levels are met or exceeded.
- Build and maintain strong relationships with key stakeholders.
- Collaborate to understand their IT support needs, develop customized service solutions, and ensure client satisfaction.
- Collaborate with internal teams, such as the Sales, Engineering, and Project Management teams.
- Monitor and control operational expenses, identifying cost-saving opportunities.
- Conduct financial analysis and reporting to track performance against budget and financial goals.
Requirements
- Bachelor’s degree in information technology, Computer Science, or a related field.
- Experience of managing large people organisations
- Proven 20+ years of experience in a leadership role within an IT managed service company and Service Desk operations.
- Strong knowledge of IT service management frameworks, such as ITIL, and demonstrated experience in implementing and adhering to ITIL processes.
- Experience managing a geographically dispersed and diverse team.
- Strong communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Proven track record in driving operational excellence and continuous improvement.
- Understanding of IT service management tools and technologies.
Benefits
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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