Develop, manage, and lead a high performing team that is customer focused and delivers to service levels.
Effectively manage the IT queue of requests for the Service Desk team, continuously review and assess the SLA's and KPI's to ensure the team are meeting the business requirements.
Manage and monitor customer satisfaction and make improvements where necessary.
Work with other group controllers to ensure service levels are met and to also identify opportunities to improve the 1st time fix rate by analysing tickets that are not handled by the Service Desk.
Manage key stakeholders – internal and external with focus on the customer service experience.
Ensure that the Service Desk team works effectively through goal setting and are consistent in their level of skills and customer service.
