We are working with a medical supplier company who is seeking a Service Desk & Customer Service Manager. Permanent role - Hybrid - Office in Cardiff, UK You will be personally responsible, for the Customer Service and Service Desk teams through a team leader structure.The role:Service Desk Overall performance of the Service desk teamDefined metrics and benchmarks and efficiency of information provided Representing the ServiceDesk team to other areas of the business areas of process improvement and efficiencies for the adherence of policies and proceduresProvide data and reporting of KPI's Support in the monitoring and management of phone queueDevelop service and business level agreements to set expectations and measure performance.service improvementIdentify and explore opportunities for service and business improvementProduce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from servicesTake ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirementsExperience Required:Business experience in a service management function including financial and personnel management.training/project management training.experience of a change management cultureThe JM Longbridge Group is operating and advertising as an Employment Agency for permanent positions and as an Employment Business for interim/contract/temporary positions. The JM Longbridge Group is an Equal Opportunities employer and we encourage applicants from all backgrounds.