Service Desk Manager

About the role

uhoh.com is a managed services provider that helps growing companies with their technology, from systems and security to integrations and automation. As Service Desk Manager, you are the first point of contact for every client request and the link between clients and the specialist team. You do not fix the problems yourself, but you need enough technical knowledge to understand requests and organise them so the team has everything it needs.

Key responsibilities

• Own the initial response targets and make sure clients are contacted quickly.
• Read each request, ask the right questions and turn vague messages into clear tasks for the team.
• Follow escalation paths and route each request to the right person.
• Build relationships with clients, keep them engaged and informed, and make sure nobody feels ignored.
• Keep requests, clients and updates tidy, tracked and visible.
• Spot patterns in requests and flag them so root causes can be fixed.

Required profile

• 2+ years in a service desk, help desk, ticketing management or client support role; MSP, agency or SaaS experience is a plus.
• Client-facing experience building and maintaining strong client relationships.
• Professional level of English, written and spoken.
• Very organised, calm under pressure, and able to prioritise well.
• Enjoys helping people, communicating clearly and working well under pressure.

Required skills

• Google Workspace and Microsoft 365
• User access, passwords and 2FA
• Devices and common SaaS tools