it service desk manager legal law firm in-house.

About the job

Your role involve:

Overseeing the day-to-day operations of the IT service desk team

Ensuring the prompt resolution of customer inquiries and technical problems. You will play a crucial role in maintaining high levels of customer satisfaction and service quality.

Ensuring timely resolution of customer inquiries and technical issues, and maintaining high levels of customer satisfaction.

Monitor helpdesk ticketing system to ensure tickets are handled promptly and efficiently.

Set performance goals and KPIs for the team and ensure they are met.

Collaborate with other departments to resolve complex technical issues.

Identify training needs and provide ongoing training to helpdesk staff.

Continuously improve support processes to enhance efficiency and customer satisfaction.

Prepare reports and analyze data to identify trends and areas for improvement.

Act as the point of escalation for challenging customer issues.

Manage vendor relationships and oversee the procurement of helpdesk tools and software.

Skills and experience required
As a successful applicant, you will have at least 8 years of experience in IT Support. At least 3 years of experience in managing a team.

Legal law firm and Professional services Industry background is required for this role.

Whats on offer

This is an excellent opportunity to join an established end user environment with regional exposure.

To apply online please use the 'apply' function, alternatively you can reach me at https://www.linkedin.com/in/hoonteck-nologyrecruitment. (EA: 94C3609/ R1219669)