Service Desk Manager

VEXALL is looking for an experienced Service Desk Manager to lead our Service Desk team, drive service excellence, and ensure exceptional customer satisfaction.

Key Responsibilities

• Manage Contact Centre and Service Desk teams
• Ensure SLA targets and customer service standards are consistently met.
• Manage escalations, incidents, and service performance.
• Drive continuous improvement, root cause analysis, and problem management.
• Collaborate with customers, Service Delivery, and technical teams.
• Manage Service Desk resources, budgets, and operational efficiency.

Requirements

• 8+ years Proven Service Desk Management experience
• Strong understanding of Retail IT Service Management and SLA environments
• ITIL Foundation Certification (Essential)
• Experience managing teams, operations, and budgets
• Experience analysis service trends a...