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Investigo's major client is currently seeking an experienced Service Desk Manager to join an existing team on a short term contract.
- Managing the IT ticket system (Zendesk) and assigning/triaging tickets to the appropriate support staff
- Monitoring progress and productivity of tickets to chase them through the system to resolution
- Ensuring that the support team follow the best practices and procedures for handling IT tickets, such as logging, prioritising, resolving, and closing tickets.
- Communicating with the users and other stakeholders about the status and progress of their tickets, as well as any business-impacting issues or changes in the IT environment.
- Generate status reports and monitoring tickets for key trends
- Strong background working as a Service Desk Manager / Team leader
- Experience in Zendesk ticketing system
- Stakeholder and team management experience
- Ideally you will be able to work on site in London 2 days a week, but also flexible on finish times up to 7pm to cross over with US hours, but not every day.