Service Desk Manager

Filed under: Wrocław | Obsługa klienta - Call Center

Opis stanowiska:
For our Client, new investor from IT division on the Wroclaw market, we are currently looking for Candidates for the position of: Service Desk ManagerLocalization: Wroclaw While on the position you will be responsible for achieving and maintaining both service and customer satisfaction level as per KPI. As Service Desk Manager you will be have overall responsibility the team of ca 30 employees (participating in recruitment processes, providing training and development as well as managing team and individual performance. Responsibilities:Keeping best customer services level while fulfilling the contractsSourcing of contracts (recurring activities and escalations)Continuously improve the quality of deliveryClose cooperation with sales team in terms of contentWork closely to HR departmentP&L reporting (in terms of costs)Providing reporting in terms of utilization of resources and future hiring plansContribute to the improvement of the quality of delivery by implementing continuous improvement plansContribute to sale cycle by working with the sales team on content and quotationsRequirementsExperience of leading a team of 20-30 employeesVery good English language skillsPerfect communication skillsStrong ITIL or support expertiseExperience in managing contracts would be an advantage