Service Desk Manager

Responsibilities:

• Oversee all Service Desk requests and incidents. Pro-actively manage the Service Desk call queue to ensure appropriate service levels are delivered
• Manage service desk resource levels across the Group to meet 24/7 service requirements
• Assist in the process of managing major incidents
• To act as a single point of contact for phone calls, emails, and service desk requests from staff regarding issues, queries and requests for assistance
• Delegate support cases within the Service Desk team, managing staff expectations as well as escalations, to completion
• Provide an excellent level of customer service to callers, by providing them with appropriate support responses and friendly communication
• Ensure that all requests are logged and managed in the Service Desk system and ensure that the team are dealing with all requests in a timely manner, with frequent communication
• Escalate unresolved calls to the escalation teams and suppliers as appropriate
• Facilitate or coordinate a smooth flow of information between the service desk and escalation teams and management
• Provide data and reporting of KPI’s and trends to the Operations Manager and the Technology Director to meet ad-hoc, monthly schedules as needed
• Take ownership of user problems and follow up the on status of problems on behalf of the user and communicate progress in a timely manner
• Demonstrate an excellent standard of customer service at all times, and to act as an ambassador for the Technology department in all dealings with customers
• Adhere to and manage the development of all processes such as incident management, change management etc
• Provide some induction training on in-house applications to users in the remote offices
• Train, coach and mentor Service Desk Analysts including their personal development
• Assist and provide cover for communicating system downtime/emergency activities
• Manage the user administration processes – starters / leavers / transfers / promotions
• Develop an effective and workable framework for managing and improving customer support in the Service Desk function
• Proactively manage the mobile device administration and support
• To be the assigned point of contact on some third party supplier relationships, and liaise with third party suppliers for additional technical support
• Hold joint-responsibility for the management and continual improvement of the 24/7 helpdesk service
• Provide phone system support and administration
• Process procurement and logistic functions, including quotes, purchase orders, shipment of items and filing of relevant documentation
• Being aware of cyber security risks that exist and escalate any events or concerns that are encountered. Responsibility for carrying out all tasks in a secure manner i.e. keeping security in mind
• Encourage staff awareness of cyber security risks and of best practise guidelines
• Advise senior management early on situations that may require additional support or escalation. E.g., security incidents / system issues

Required:

2-3 years’ previous management experience of working within a customer-facing technology role is required. Supervisory, process and technical training will be provided as part of this role. Being able to evidence a keen interest in technology is preferred, and higher education would be an advantage.

Knowledge of the systems and principles listed below would be beneficial:

• Microsoft Windows & Office
• Active Directory
• Microsoft M365
• Technology Service Management tools
• ITIL processes
• iManage DMS
• Citrix