Service Desk Ops Leader - SLA, CSAT & Automation

Posted 1 hour 56 minutes ago by Jobtailor

Permanent

Full Time

Other

Warwickshire, Coventry, United Kingdom, CV1 1

Job Description

Jobtailor is seeking a senior Lead to drive Service Desk operations in the United Kingdom, overseeing team leaders and managers to ensure KPIs and business objectives are met. The role demands strong performance management across all levels and accountability for SLA adherence and backlog management.

The successful candidate will deliver CSAT improvements and run an omni-channel delivery model, leveraging ServiceNow, 8x8 and Penny to extract insights and automate processes while maintaining