Free-Work UK
Service Desk Manager – Central London
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Title: Service Desk Manager
Company Overview
Our Client is a retail technology software company.
Job Description
They are urgently looking to recruit a Service Desk Manager with at least 3 to 5 years commercial helpdesk support experience.
Key Skills Required
- Supporting various teams across the CS Department and the Company to ensure the highest quality of service to our Customers – both internal and external.
- Overall ticket workflow management and ownership, including 1st line triage and escalation of tickets to 2nd and 3rd line.
- Troubleshooting, fault diagnosis and providing resolution to customer issues as appropriate.
- Processing all enquiries professionally and efficiently, ensuring customers are regularly and fully updated on the progress of all logged tickets throughout their lifecycle.
- Implementation of ITIL processes for Incident, Problem, and Change Management to introduce operational efficiencies and better support our Customers.
- Monitoring agreed SLA's and ensuring daily/weekly targets are met.
- Reporting on SLA targets, numbers and types of requests.
- Maintain a sense of humour whilst working in a fast-paced dynamic team!
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Essential Skills
- At least 2+ years of experience in a customer facing Service Desk role, ideally in a SaaS environment within the Internet industry.
- Working knowledge and experience of ITIL Service Management concepts, and how these are applied to the everyday issues which typically arise.
- Demonstrable experience using front-end ticketing systems such as FreshDesk/Service, ZenDesk or similar.
- Excellent working knowledge of Microsoft Office, particularly Excel, as well as web browsers and Internet applications.
- Understanding of tracking tags and a basic understanding of web languages including HTML, JavaScript, XML a major bonus.
- Demonstrable experience at working both independently and in a team-oriented, collaborative, customer facing environment.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Job Details
- Based in Central London.
- The salary for this role will be £25K - £35K.
Application Instructions
Please send your CV to us in Word format.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location