Job Overview: The Service Desk Manager / Customer Services Manager will lead their telecommunications & IT support team to provide exceptional customer service, resolve complex issues, and drive customer satisfaction. They will be responsible for managing a team of customer service representatives & Engineers developing service procedures, and setting clear customer support standards.Responsibilities and Duties:Lead and oversee the day-to-day operations of the customer service team.Manage headcount and recruit where required to efficiently manage the Client baseDevelop and implement customer service policies and procedures to ensure consistent service delivery.Monitor and evaluate team performance, providing coaching and training to maximize efficiency and customer satisfaction.Handle complex customer service issues and escalate them to appropriate internal teams.Collaborate with other departments to integrate customer service with overall business strategies.Customer service conflict resolution (the ability to manage an unhappy client and bring to a resolve)Analyse customer feedback and develop new techniques to ensure customer retention.Prepare detailed reports on customer service metrics and present them to senior management.Qualifications:Proven experience as a Service Desk Manager/Customer Services Manager or similar role, preferably in the telecommunications industry.Strong leadership and team management skills.Excellent communication and interpersonal abilities.Proficient in Microsoft Office.A customer-oriented approach with the ability to adapt/respond to different types of personality typesPreferred Skills:Experience in handling customer service in a high-volume environment.Familiarity with industry’s latest trends and technologies.We Offer:A dynamic work environment with opportunities for professional growth.Competitive salary and benefits package.A supportive team and management structure.