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Zendesk Delivery Manager - Inside IR35

Hays • United Kingdom, United Kingdom, United Kingdom • 1w ago

Your new company

One of the largest Government Bodies managing trade, business growth and opportunities

Your new role

Zendesk Delivery Manager

What you'll need to succeed

My client is looking for a Delivery Manager to support the Zendesk requirements, triaging and designing a more efficient process to support Zendesk ticketing from the intranet as well as enabling pilots for this work to happen centrally with the newly set-up Live Services.

You will streamline the triaging process, hold stand-ups with the stakeholders involved and help to complete tickets and make fixes where possible.
Daily queries sit at around 20 new queries per day, while the overall backlog sits at around 60 queries - with the aim of bringing the backlog to 0 tickets and a steady improvement on the SLA for new tickets received.

This is a digital role that requires a digitally skilled t-shaped person. A T-shaped person is someone who has deep skills in one area plus shallower skills in others, and the ability to work collaboratively in those areas.

Responsibilities at a glance:

Support Content person and technical team in helping train / onboard admin users
Develop strategic adoption of all products/services
Action intranet content enquiries / changes from users, via Zendesk ticket tool
Support the design of a new process to handle these tickets centrally

This is a hybrid requirement, 40% in the office.

What you'll get in return
This is an exciting role for an experienced Delivery Manager with Zendesk experience, to support the client in a critical role which allows a streamlined Zendesk Delivery across the Intranet and wider estate in future

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

#4699147 - Sabrina Muller

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