20i Careers: Service Desk Manager

About the Role

Good technical support is at the core of everything we do at 20i - our mission is to provide the best customer experience in the industry and to constantly delight customers with our level of technical support and our feature rich platform, delivering above expectations consistently.  

You'll be leading part of a rapidly growing team by representing our values and strategically managing the team's growth as we scale. This role is heavily focused on maintaining a high level of technical expertise throughout the team and building a passionate team who love to help our customers.  

The role is based at our recently refurbished offices in the 70-acre woodland park, Ransom Wood in Mansfield, Nottinghamshire. 

Responsibilities:

• Day to day management of our Technical Support team and support desk.
• Motivate team members and drive clear team and individual goals.
• Become the initial escalation point for incidents and customer feedback/complaints.
• Be responsible for the recruitment and onboarding process to continue growing the team.
• Cultivate a culture of engagement, ongoing learning and high performance.
• Lead and develop team members through on-the-job training and coaching.
• Contribute ideas to develop new and existing functionality to optimise systems, processes, responses, support guides and improve our customer experience.
• Create, report and feedback on team metrics that display overall team performance.
• Maintain and create the team rota to ensure full 24/7 support coverage.

Key skills and experience required: 

• Previous experience of technical service desk management.
• An understanding of SLAs and setting/keeping to them.
• Ability to lead an effective team in a highly customer focused and competitive industry.
• Experience in hiring and onboarding new employees.
• Enjoy working in a fast-paced environment with excellent time management skills and attention to detail.

Familiarity with web hosting, domains or similar services a major bonus.

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Please no recruiters or agencies.