Regnology is seeking an experienced and customer-focused Service Desk Manager to join our team. As the Service Desk Manager, you will be responsible for overseeing daily operations, ensuring high-quality support, and driving continuous improvement in our service delivery. You will play a key role in maintaining customer satisfaction and ensuring efficient resolution of technical issues. Your primary responsibility is fostering a customer-centric approach across teams. You must be proficient with Service Desk tools and processes and committed to service improvement. A key part of your role will be generating metrics and creating operational dashboards to drive actionable insights.

Your Key ​Accountability:

• Manage daily operation of the service desk, through recurring tasks and a structured approach.
• Set and Monitor SLA Metrics such as Response and Resolution times, enhancing likelihood of positive outcomes.
• Improve techniques and document practices for managing client queries, troubleshooting and incident prioritization and resolution. Ticket quality assessments will play an important role.
• Issue bulletins to inform customers when there may be an outage required, or action is needed from them
• Assist and occasion lead with incident or problem management
• Generate and analyze reports on service desk performance. For both internal and external purposes.
• Collate and take action on information available to form action plans with team leads. If there is fundamental failings flag to Management.
• Lead and develop reporting team members and positively influence those whom you are collaborating with.
• Become an expert in our Service Desk tooling and be able to make informed decisions on changes that improve our business