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Service Desk Manager

General

location:Groningen
education:
hours/week:40

function

Principal Objectives

The principal objective of the Service Desk Manager is to ensure that MACCS customers receive the best customer service experience possible. The Service Desk Manager is responsible for reviewing, creating and optimizing support processes with a focus on root cause analysis to ensure optimal client experience and efficient operation of the support group.  The Service Desk Manager manages staff based primarily in Groningen with additional team members in Los Angeles and London.   Responsibility to ensure that work by the team is delivered to agreed technical and service levels, in a timely manner, and to develop and monitor team performance as well as deliver first class customer service.

Key Responsibilities:

Customer Services

  • Lead the global MACCS customer support function. Building and maintaining a culture of laser-sharp customer focus and ongoing product and service improvement
  • Promote the use of tools and strategies that lead to consistently world-class customer experience
  • Work with all MACCS stakeholders and global customers to manage the investigation and resolution of any problems that arise with MACCS software
  • Ensures that when problems do arise customers are left delighted with the service received

Technical Support

  • Works with team members to resolve customer issues in a timely manner and escalate internally where necessary
  • Ensure accurate tracking of support calls to monitor product performance and highlight trends, performing root-cause analysis where appropriate
  • Completes regular reviews of customer incidents with team members to ensure consistency of approach and that customer experience standards are being maintained
  • Promotes the development of technical skills within the support team
  • Maintain up-to-date knowledge of new MACCS products and features
  • Contributes to developing internal processes and best practices for product support
  • Collaborate regularly with other departmental managers across the business

Team Management

  • Responsible for day-to-day management of the support team, ensuring that team members are performing their roles effectively and to the required standard. This includes addressing any issues in a timely, effective and appropriate manner and escalating internally where appropriate
  • Promotes collaborative working relationships across all MACCS teams
  • Ensures that team members are developing their skills and knowledge as best as possible, including providing coaching and mentoring or recommending additional training where necessary
  • Provides timely performance feedback on team members to foster ongoing personal development
  • Participate in staff recruitment

KPI Reporting

  • Drive ongoing improvements through the smart use of quantitative and qualitative data
  • Compile key analytical information as agreed with the Manager of Product Development and CEO

we offer

we require

Qualifications and experience:

  • Minimum of 4 years’ experience in a software application support role
  • 2 years Mentor or Management experience
  • ITIL certified (preferred)

Skills, Knowledge, Abilities and Personal Attributes:

  • Proven commitment to excellent client service
  • Natural ability to develop and maintain positive and collaborative working relationships with staff and customers;
  • Excellent written and verbal communication skills in Dutch and English
  • Ability to supervise and motivate staff in a team, whilst also working effectively as part of that team
  • Creates positive and collaborative team environment
  • Ability to work on many tasks or projects concurrently, prioritising and following through to successful resolution
  • Excellent time-management skills
  • Friendly, positive personality and excellent interpersonal skills