Service Desk Manager

Service Desk Manager – Leeds 

Salary: £30,000- £50,000 per year (depending on experience and certifications)

About Art of Cloud

Established in 2018, Art of Cloud is an award-winning Crest (Gold) Salesforce practice based in Leeds. We service our client’s needs through our excellent understanding of the platform along with their individual business issues. We pride ourselves on achieving excellent CSAT reviews and attribute that to our superstar employees and their attitude to their work. We are growing fast and as a result, we’re always on the lookout for talent to help us reach our goals.

Art of Cloud is an equal opportunity employer. We have won awards for our approach to hiring. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Benefits

• Competitive salary package with performance-based bonuses.
• Private Healthcare
• 25 days holiday
• Opportunities for professional growth and development.
• Salesforce Certifications paid for.
• A collaborative and inclusive work environment.
• Access to cutting-edge technology and resources.

Service Desk Manager Role

The role of a Service Desk Manager is primarily to offer operational support & solutions for our Managed Service clients. You will work in partnership with Lead Salesforce & Lead Technical Consultants ensuring client needs are met, cases assigned, resolved and dealt with within agreed service levels.

Are you working in the Salesforce Ecosystem as a Lead Support Consultant or Service Desk Manager but are looking to join a rapidly expanding business? Do you work well with an energetic team and technical projects? Art of Cloud, a leading provider of custom Salesforce solutions, is seeking a talented and motivated Service Desk Manager to join our dynamic team. If you are driven by the opportunity to deliver exceptional projects and ensure the success of our customers, this is the perfect role for you!

Responsibilities:

• Serve as the primary point of contact and advocate for our customers, ensuring their success and satisfaction.
• Lead and support the Service Desk & Managed Service team on projects & cases in both technical and project management
• Understand, identify and apply the SLA for each service request and set expectation with customer
• Manage the delivery of Managed Service customers on time and within budget alongside the Head of Delivery
• Reporting and communication management with the collation of accurate and punctual regular reports as required to meet the expected customer SLAs, inputting of customer billing information, ensure team are kept abreast of any updates and changes to service requests
• Manage any complaints as required and support continuous improvement activity to reduce levels of customer complaints
• Build and maintain strong relationships with key stakeholders, understanding their unique goals and challenges
• Onboard new customers and guide them through the implementation process, ensuring a smooth and seamless transition
• Proactively engage with customers to understand their evolving needs and provide tailored solutions to drive maximum value
• Provide ongoing support and troubleshooting assistance, addressing customer inquiries and issues in a timely and effective manner
• Collaborate closely with internal teams, including Sales, Marketing, and Development, to align customer needs with company objectives
• Conduct regular business reviews with customers, delivering insights and recommendations to optimize their cloud solutions
• Identify opportunities for upselling and cross-selling, working closely with the Sales team to drive revenue growth
• Stay up-to-date with industry trends and best practices, sharing knowledge and insights with customers to help them stay ahead of the curve

Requirements:

• Minimum 2 years of Salesforce experience together with experience in a support function
• Admin Certificate
• Relevant Experience in multiple clouds such as Sales, Service, Marketing, FSL etc
• Other Certifications are a benefit
• An understanding of Salesforce and its products
• Excellent interpersonal and communication skills, with the ability to build rapport and influence at all levels of an organization.
• Demonstrated problem-solving and analytical abilities, with a track record of identifying customer needs and delivering effective solutions.
• Self-motivated and results-oriented, with the ability to work independently and as part of a team.

If you think you have what it takes to step into this role and have previous experience working directly with customers to provide innovative and excellent solutions to complex problems…. we want to speak to you.

The key things we’re looking for are:
– Attitude
– Ability
– Vision

Attitude:

We want someone friendly but assertive who is going to work well in our small but talented team. The hope is that you’re with us for years to come so it’s important we get on

Ability:

This bit is quite important. We need someone that can hit the ground running or at least won’t shy away from the challenge of bringing themselves up to speed very quickly. You need to work well on your own as you might be working from home. You need to work well in a team because you might be working in a team.

Vision:

If anything this is the most important element. We want people who have that drive to want to make something of themselves. Someone with interesting ideas who wants to become a very integral part of a fast-growing business.

Next steps…
If you like the sound of this advert then please go on our website, read our blog, figure us out… and THEN get in touch and tell us why you’re going to be a good fit… We don’t want pages and pages but a little paragraph would be good to get to know you.
Our office environment reflects our ability to nurture potential and make excellent use of experience.